"Unacceptable, in general frustrating and tedious."

About: Lakeside Unit / Grosvenor Ward

(as the patient),

There was a lack of sanitary conditions for showering etc

on Grosvenor Ward Lakeside

Understaffed often impacts patient care and lack of activities and things to do or stress the ward. I experienced racism regularly which was not addressed by staff. 

Lack of safety on the ward re-rooms such as laundry, phone booth left unlocked. Or ill observations some are not attentive therefore putting patients at risk. Also leaving patients too long unsupervised 15 minute observations often not carried out. Staff vary in understanding, empathy experience and competency - feels like it was dangerous.

Daily ward meeting happened once  in my 4 week stay.

People I asked staff in different roles to contact that help me never happened at all. Ligatures available on the ward daily. Different allowances in different patients putting others at risk.

Office door slammed shut in patients faces or locked.

I felt this was unacceptable, my primary nurse was excellent but in general frustrating and tedious.

Responses

Response from Sara Kerry, Patient Experience Coordinator, Central Governance Team, West London Mental Health NHS Trust

Dear Polariscg55

Firstly, we, Grosvenor ward would like to extend our well wishes to the patient in question and sincerely hope they are thriving in their Recovery.

In response:

Grosvenor ward did previously have a problem with the shower facilities due to wear and tear but this has now been addressed.

There are regular staff pressures all through the NHS and Grosvenor ward is working with the other wards in Lakeside to provide staff for our patients to meet their needs. Even where there a difficulties with acute ward pressures, we think around the box in a safe responsible way to facilitate patients’ needs on the ward and provide activities for the patients.

Grosvenor ward is an open ward, and patients are assessed individually based upon their needs. Staff receive training in Clinical Risk assessment and Customer Care and other essential skills to ensure we deliver the best patient care and ensure safety on the ward.

After lunch times, staff meet with patients in the Late Morning meetings for a chat and check in.

Staff meet with patients weekly in community meetings to check in and discuss the needs for the day as well as any issues and/or concerns.

The ward has been revamped to the highest standard to minimise the risk of ligatures, but it is an open ward, we do experience highly acutely unwell patients who will regularly seek ligatures, we try to support them accordingly to the best of our professionalism to keep them safe.

Patient care is individualised to the best of our ability and we do recognise a Duty of candour to acknowledge when we have not done so well but we will strive to address any challenges as a learning opportunity.

Due to the sensitivity of patient information located in the nursing office, the door is locked but staff meet with patients in other spaces on the ward.

We are glad to hear that there was a good experience with the Primary Nurse.

If there were any compromises in care of the patient experience and journey we apologise and give assurances as a Team on Grosvenor ward, we will strive to always do better.

All the best,

Jimmy Garber

Ward Manager

Grosvenor ward

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