"Carelessness, lack of compassion by some, poor..."

About: Chesterfield Royal Hospital

What I liked

The care that was instigated by my mother's assigned nurse, taking time to listen to my concerns and ensuring that things were put right.

What could be improved

if Mum's Xrays had been read carefully enough, the fracture of her pelvis would have been picked up in A&E and I am sure she would have been treated very differently. As it was she was taken to CDU in severe pain. The next morning, still in agaony but given no pain relief she was forced out of bed by a healthcare worker much to her distress and that of other patients on the ward listening to her screams. it was only late moring when the fracture was discovered by a radiologist checking the Xrays, that she was given the desperately needed pain relief - almost 20 hours after her accident. I had begged them to check her Xrays as something similar had happened last time she was admitted but no-one bothered to tell me that there was indeed a fracture until I spoke to the pysiotherapists in the afternoon and asked them if the Xrays had been double checked.

Anything else?

It seems to me that the problems are overworked staff who do not have the time to check Xrays thoroughly, to listen to patients and their relatives who understand the individual. The staff work incredibly long shifts and have insufficient time to hand over between departments and shifts.

Story from NHS Choices

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Response from Chesterfield Royal Hospital

First of all thank you for your kind comments about the nurse who cared for your mother. I am however obviously disappointed to read about the experience she then went through until a fracture diagnosis was made. This must have been very distressing and I am really sorry you have had to bring these concerns to my attention. I would like the opportunity to try and put things right, notwithstanding that we cannot now change what happened in these first few hours. It would seem there was very poor communication and a lack of pain management, which we need to look into. I would be pleased if you could call our Advice Centre on 01246 512640 and tell them what happened - so we can carry out a thorough investigation. It is important that we learn from these incidents and act to improve for future patients. I do hope your Mum is making a good recovery but if you have any concerns at all (and your mum remains in hospital) please ask to speak to the ward matron. I have noted your comments about staffing and you will be pleased to know that the hospital is already looking at staffing levels to see if there are any areas which need additional support. With reagrds Sarah Turner-Saint, Head of Communications

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