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Didn't listen to concerns

Posted By Maisy 123

"Didn't listen to concerns"

About: Victoria Hospital / Trauma & orthopaedics

(as a relative),

My father was an inpatient in ward 31. The staff were unapproachable and didn’t really have the correct attitude to deal with the elderly. On one visit my father was very distressed and said that the staff didn’t listen to him and when he tried to make himself heard they said he was aggressive. My father is the most unaggressive man ever.

When I spoke to staff about this they said it was rubbish and the following day told my daughter I was in a tizz and being irrational. The last straw was when I spoke to a senior staff nurse on the phone who didn’t want to listen to my concerns and I too was called aggressive.

Just because these patients are elderly, they still deserve the correct care and attention. I have tried to contact patient relations about this but they have failed to contact me back. I wouldn’t recommend anyone puts their elderly family member in this ward.

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Responses

Response from Donna Hughes, Head Person Centred Care, Patient Relations, NHS Fife 4 years ago
Donna Hughes
Head Person Centred Care, Patient Relations,
NHS Fife

Submitted on 01/05/2019 at 15:12
Published on Care Opinion at 15:22

picture of Donna Hughes

Dear Maisy 123

Thank you for sharing your experience. I am sorry that you've been unable to make contact with my department.

I have discussed this with the complaints Coordinator, Lizzie Gray and would be grateful if you would contact her on 01383 648153.

Kind Regards

Donna Hughes

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Response from Gillian Ogden, Head of Nursing, Planned Care, NHS Fife 4 years ago
Gillian Ogden
Head of Nursing, Planned Care,
NHS Fife

Submitted on 01/05/2019 at 15:54
Published on Care Opinion on 02/05/2019 at 09:24

picture of Gillian Ogden

Dear Maisy 123

Thank you for sharing your feedback on Care Opinion.

I am very sorry to read about your father’s and your family’s experience when your father was a patient in Ward 31.

I agree that that the care and staff attitudes you describe were unacceptable and not at all what we strive to provide for our patients and their families. Having a loved one in hospital is difficult time for both the patient and their family and I was sad to read that the staff didn’t listen to the concerns raised by your father and the family and that this added to the distress and upset felt by you all.

We are keen for the opportunity to discuss your experience and concerns with you and I would be grateful if you contacted me directly on 01592 643355 ext 20148. Unfortunately I am not on duty tomorrow, however Pauline Hope, the Clinical Nurse Manager for Ward 31 ext 20010 is on duty tomorrow and she would also welcome a chat with you.

I have spoken with Lizzie Gray, the Patient Relations Coordinator who offers her sincere apologies that her team has not made contact with you. If you still wish to speak with Patient Relations, Lizzie can be contacted on 01592 648153.

I hope that your father is making a good recovery following his hospital stay and that you are able to speak with one of us very soon.

Thanks again for taking the time to tell us your concerns.

Kind regards

Gill

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