"Relative's entry to an NHS Long Term Care facility"

About: Ferryfield House Western General Hospital / General Surgery

(as a relative),

My relative was admitted to hospital earlier this year for an assessment. Here it was discoverd that they had cancer and that the best solution for them was a NHS Long Term care facility.

They spent a number of weeks in the Western General Hospital and received excellent care and clinical intervention.

My relative was then transferred to a Long Term Care facility. They were given no/very little notice and essentially the transfer should have been a planned process that was explained to my relative to minimise the distress. This did not happen. They were 'shipped' somewhat in the style of a refugee - with few belongings (because relatives also received no notice) crambed into a variety of plastic bags. No dignity in this!

The arrival at Ferryfield House was not much better. Staff did not take the opportunity to introduce themselves. I managed to get there for visiting at 6.00pm on the first day, and again no staff took the opportunity to introduce themselves to me. Absolutely no evidence of a person/patient centred approach to the delivery of care or service. It was also assumed that as my relative is old that they have dementia -which is not the case. Old and ill, but- mentally alert and mentally capable.

Disappointingly, I discovered that a small sum of money that my relative had was missing. I did not accuse anyone - but the attitude of the staff member I spoke to was purely defensive and they seemed keen to displace responsibility to my relative or to staff within the Western General Hospital (where the money had been safe for the time they were there). Again, this senior member of staff did not tell me their name, they wore no name or ID badge and when I told them about the missing money, they did not enquire as to the sum.......for the record it is £15.00

However, the key issue her is that my relative is now in a place where they will begin to rely on others for care and support. This has to be founded on trust and given what has happened I have no confidence that trust is integral to the service or support that my relative will receive.

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Response from Lee McGuinness, Surgical Nurse Director, NHS Lothian

I am very sorry to hear of your experience. This is not the standard of care that we expect for patients in Lothian.

We would be happy to investigate this matter fully and provide you with a details response. This will also give us an oppportunity to correct any deficits in care or explain in more detail.

If you would like us to pursue your issue can you pelase contact us at the details below so that we can obtain the patients name to commence investigating.

E-mail - complaints.teamnhs.net.co.uk

Post - Complaints Team, 2nd Floor, Waverley Gate, 2-4 Waterloo Place, EDINBURGH, EH1 3EG

Telephone - 0131 536 3370

Many thanks

NHS Lothian

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