"Poor hospital environment"

Mum was admitted with fractures needing emergency surgery. Ambulance service and ED were amazing and their careful treatment prevented serious consequences. Also would like to say the staff in MRI were so very kind and gentle. The physio on 3B was also great- had too much to do but remained kind and took time to talk to dad. The cleaner/ tea lady and ward clerk were lovely.

Ward 3B appears to be in a terrible state, falling apart and full of clutter. One evening a senior staff member was shouting at the nurses which really upset the patients with a tense atmosphere. HCAs were good on the whole apart from one who told us off. They need to be re-shown how to take temperatures correctly with ear thermometers. 

Communication with family was poor. No one rang dad from surgical team post op, we didn’t know what was happening and struggled to find her in the hospital. This was really upsetting as we didn’t know if she was alive, dead or paralysed. Discharge was unplanned and she could have gone home earlier if it had been. The discharge coordinator we found to be very rude to dad, who is a very intelligent person and does not need speaking down to. Mum has some memory problems but nurses never told dad what the plan was. I don’t think there was one. 

Mum did not receive adequate nutrition or fluids. There was no encouragement to eat or drink and she was very dehydrated. 

3B is clearly a very busy ward, we understand that the staff are all under a lot of pressure and working in a poor environment. We think the nursing staff and HCAs probably need more support and training.

Thank you to everyone who looked after mum.