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Caring night staff, but the day staff..

Posted By Minki

"Caring night staff, but the day staff.."

About: St Mary's Hospital (Newport)

(as a relative),

My mother was admitted to A+E with a suspected infection one weekend in August at around 8pm. The night staff that evening were v caring. Dube, Alison and a lovely Japanese lady whose name began with an S ( I'm so sorry I do not know her name, I kept trying to look at her name badge ) It turned out mum did have a UTI but due to a lack of beds was kept until 12 noon the next day when she was discharged. Mum informed me that she asked the morning staff for a cup of coffee and was told ' this is A+E you know'. I'm outraged by this lack of human kindness. Mum has very limited movement and it was impossible for her to get a drink for herself. She is not a person who is demanding at all. We all appreciate that staff in A+E are busy but staff should still be polite and kind and remember that one day it could be them in that situation.

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Responses

Response from St Mary's Hospital 5 years ago
St Mary's Hospital

Submitted on 17/08/2018 at 07:51
Published on nhs.uk on 18/08/2018 at 03:42

Thank you for posting this valuable feedback, receiving feedback enables the Trust to improve the future experience of patients. Your comments have been shared with the Team and it was pleasing to read that the evening staff were very caring.

Sister would like to say how very disappointed she was to read about the lack of compassion and empathy displayed by some staff. She will reiterate to all department staff, that being busy is not an excuse for not meeting a patients nutritional needs.

Sister would like to apologise on behalf of the Emergency Department for this experience. Whilst it will not change the experience for your mum, the department are currently looking at getting 2 house keepers which will help in ensuring that all patients dietary needs are met whilst in the department. I do hope your mother is recovering well following her visit to the department.

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