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Care Opinion

Disappointment, discouragement and dispair

Story from nhs.uk

"Disappointment, discouragement and dispair"

About: Scarborough General Hospital / Older people's healthcare

I write this review with a heavy heart having spent many a time defending the NHS. I have worked in the NHS for the last 30 years of which 25 of them has been as a registered nurse. My Mother (the patient) retired a few years having also served 35 years as a nurse. Between us we are not without some knowledge of the systems nor are we blind to the limitations. With the exception of 3 or 4 outstanding staff whom I wish I could name here our experience over the last couple of days has been disgraceful. I have witnessed disinterest, defensive responses, unkept promises, the most appalling lack of communication between Drs and Nurses and a complete lack of empathy from Healthcare Professionals. Unfortunately I wish I could say that these bad experiences were the exception but over the last 2 days they seem to be what is normal. Mum is still in hospital so we will continue to fight on her behalf. I used to hear staff say they would always look after their own. This doesn’t apply to Scarborough hospital and it would seem that 35 years service has not earnt my mum even the most basic of considerations.

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Responses

Response from Catherine Rhodes, Patient Experience Lead, York and Scarborough Teaching Hospital NHS Foundation Trust 5 years ago
Catherine Rhodes
Patient Experience Lead,
York and Scarborough Teaching Hospital NHS Foundation Trust

Submitted on 22/08/2018 at 12:47
Published on Care Opinion at 15:25

I am incredibly sorry to read about the experience you and your mum have had in our care, it sounds dreadful. It is clear that some staff you have come across are not living our Values and Behaviours, although some gladly have perhaps been more helpful and kind to you, by the sounds of it.

I am also sorry that it has taken so long to respond to this comment. I think it would be valuable for us to hear more about your experience and look into this further - particularly if your mum is still in our care. We like to hear about poor experiences so that we can learn from our mistakes and hope to continually improve so that other people do not go through this sort of time with us. If you would like to tell us more, please contact our Patient Advice and Liaison Service (PALS) on 01904 726262 and they will take more details.

Again, I am so sorry to hear about the time you have had. I can only apologise and hope that if your mum is still in hospital, things have improved. And if not, then I do hope you might contact PALS and allow us to look into this further for you and take immediate action to make things better.

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