"A distressing experience"

I wish to bring to the Board’s attention a recent incident on Ward 8D which has caused our family significant distress and alarm.

I write this on behalf of my father, the patient, who has terminal cancer with complex pain and bony metastases. His mobility is extremely limited and he is at risk of falls. As such, he requires the assistance of two people to mobilise in and out of bed.

On the event in question, two healthcare assistants were in attendance to facilitate his transfer. Both my father and I advised them several times that they would require to be extremely careful and gentle when assisting him. We explained his complex pain and fracture risk from his bone metastases, and that he had undergone two procedures to his spine in the preceding two weeks. It was therefore with great horror that I watched the rough handling to which he was subjected, as his legs and torso were violently wrenched while they attempted to get him out of his bed. This caused him great pain and distress which was apparent to all present. We therefore reminded them yet again of his severe pain and bone disease. Unfortunately this went unheeded, he was practically thrown into bed on the return trip. This further heightened and prolonged his pain.

Considering that he had not experienced back pain for at least a week, I conclude that this improperly and aggressively performed transfer was the direct cause. In the presence of the healthcare assistants, I asked if he wanted breakthrough analgesia, however he wished to see if the pain settled spontaneously. Unfortunately his agonising pain did not subside and so I buzzed for a member of staff. One of the healthcare assistants returned and when I requested that the nurse administer some pain relief their disgruntled response was that they thought he said he didn’t want any. I find it highly inappropriate and unprofessional that his requirement for analgesia and right to change his mind were questioned in this manner. Indeed, he spent the whole night and next morning in significant pain and required further breakthrough pain relief, which prior to this incident he had not required for many days. Ultimately, this incident caused not only physical but also psychological distress. He spent the remainder of his time on ward 8D feeling extremely vulnerable and unsafe and as a family we were desperate to get him out as soon as medically possible.

I expressed my unhappiness regarding my father’s treatment to the staff nurse on that night and requested that the two aforementioned healthcare assistants did not attend to him again. This was taken into consideration.

Given the seriousness of their conduct I attempted to escalate this incident to the nurse in charge the next day. On two occasions I was advised by the staff nurse caring for my father that the charge nurse was busy with a sick patient but would speak to me when able. Several hours later I had to depart without having spoken to the charge nurse, but intended to follow-up with them the following day. The next day, my sister asked the charge nurse if they were aware of my request to speak to them. Apparently this message had not been communicated to the charge nurse, but they advised they would phone me later that day. This phone call never transpired. I had hoped to resolve my concerns face-to-face but as it now stands it is necessary for me to post on this public forum instead.

It is incredibly upsetting that these two staff members did not provide even a basic level of acceptable care and what seemed like such blatant disregard for my father's wellbeing. Considering the manner in which they behaved in front of myself, I dread to think how they might treat vulnerable patients with nobody to advocate for them. Never have I witnessed such shocking treatment.

In the interest of providing full context, it is prudent that I also mention an earlier, unacceptable incident which took place during this admission. My father had a fall which was witnessed by my sister. The nurse responsible for him who helped him back into bed failed to document that he had a fall and told the night staff that he simply had a dizzy spell. As such, the night staff were unaware he had fallen, did not consider him to be a falls risk and believed that he could mobilise independently, placing him at further risk. Although the charge nurse provided an apology for this incident, which we did accept, it represents a major failing of care and merits inclusion in this post.

Lastly, I would not wish to tarnish the entire Ward 8D staff with the same brush. The majority of staff members whom we encountered were pleasant and helpful and I regret that I cannot recall everyone’s names. The endoscopy nurses were also lovely and put my father at ease. Moreover, all other staff members were cautious, patient and compassionate when assisting my father’s transfers and certainly did not exacerbate his pain. I believe this further highlights the inappropriate and dangerous conduct of the two healthcare assistants who are the subject of this complaint. A response to this post is awaited with great interest.