"nursing on ward 1 at Ninewells Hospital"

About: Ninewells Hospital

(as the patient),

I was a patient in ward 1 last year for 4 weeks whilst having treatment and investigations. During this time I received some excellent care from the Doctor. Unfortunately though some of the nursing care was not so good. My relatives asked to speak to a doctor 4 times about my progress and were told by nurse that she could can tell us what they can and anyway they are too busy! Not acceptable.

Also I would get my medicine at 6pm and the nurses would leave my medicine which wasn't due until 8pm and told they don't do an 8pm medicine round so take these tablets then. I got told off once for forgetting! I am 72 and was ill. One nurse gave me the wrong pills. It was only because I insisted I only usually got 3 tablets at that time did the nurse check and discovered she had given me the wrong ones. I was frightened after that and didn't feel safe.

An older lady was incontinent and the student nurse changed her and put the soiled pads in the bin beside my bed-I was nauseated with the smell. My relatives had to ask her to empty the bin which she replied to that the cleaners would empty the bins soon. My daughter emptied it herself.

There were some lovely nurses on one shift but unfortunately a few had a lot to learn about bedside manner. One nurse did nothing but moan about how busy and understaffed they was-it was very depressing listening to. I hope I don't have to go back!

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Response from Tracey Passway, Clinical Governance and Risk Team Leader, Clinical Governance and Risk, NHS Tayside

Dear Josie 40, staff at NHS Tayside are very sorry to hear about your experiences. The Head of Nursing has already committed to discussing your experiences with staff in the clinical area, and asked them to reflect on this and their own practice. If you would like to get in touch for us to learn more from your experience then please do so, or if you wish us to investiagte your case more formally:

Complaints and Feedback Team

Level 9

Ninewells Hospital



E-mail complaints.tayside@nhs.net

Freephone number 0800 0275507

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Update posted by Josie40 (the patient)

This was submitted by me on behalf of my mother who was too scared to write a complaint in her own name in case she had to go back!

Response from Tracey Passway, Clinical Governance and Risk Team Leader, Clinical Governance and Risk, NHS Tayside

Thank you for your comment. I am sorry that your mother was too scared to feedback at the time. It is recognised that people often don't wish to directly complain at the time in case it effects their care and for that reason staff in NHS Tayside encourage patients and carers to feedback throughout their care; we encourage feedback at the time of care, so that we can put things right at the time. Ways of giving feedback include 'daily conversations' and patient centred handover, we also have regular questionnaires running and satisfaction surveys. In addition the Complaints and Feedback Team is independent to the clinical area and there are other forms of independent support available such as from advocacy services and PASS. I do hope this goes some way to reassure you.

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