"Indifferent care"

About: Queen Elizabeth Hospital (Gateshead)

What I liked

The doctor was extremely kind when telling my mother and us (her family) about her cancer diagnosis and prognosis. They answered all my questions and was sensitive and caring.

What could be improved

It took 2 weeks after diagnosis to get my mother home which was her dying wish. By that time she was too poorly to have any quality of time with her family. The correct paperwork was not done and my step sister had to wait hours with my mother crying in pain before the morphine could be administered.

Whilst on ward 11 I found the nurses permanently busy and difficult to get time with. Their attitude was not caring or sensitive of the circumstances. This also applied in dealings with my mother. She said when pressing the buzzer she could wait a very long time before someone came, and she felt like she was just a nuisance. One of the HCA's who helped me take my mother to the toilet was patronising and talking about dancing. Not appropriate when my mother was so poorly dying of cancer.

There was one good staff nurse but I cant remember her name. The others were indifferent. At a horrible time for the whole family this made things much worse, tho once my mother came home the care in the community was excellent.

Anything else?


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Response from Queen Elizabeth Hospital

Thank you for providing feedback on your observations and experience of ward 11

I am pleased that you found the doctor sensitive and caring during your discussions about your mothers diagnosis and prognosis.

I am concerned about your mother's experience of the care provided by the nursing team. However it is difficult to comment on individual circumstances and in order for us to investigate specific issues we would need you to raise your concerns with us directly. You can do this by contacting myself directly on ???? or through our Patient Advice and Liaison Service (PALS) on ???

The team does work very hard to provide a caring supportive environment and I am sorry that you feel this didn’t happen in relation to your mother’s care. I am sure the team will also be concerned when your comments are discussed with them that you did not experience this.

The ward manager has arranged some development days in September/ October with the team and your observations of care and comments will be raised so the team can reflect on the care your mother and family received.

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