"People using this service deserve better"

My grandma was admitted with a fall. Found to have advanced cancer and the care and compassion we have received is non-existent. The staff scarcely answer the phone despite telling us to ring at a specific time. 

Staff have also answered the phone when we have asked for an update with "again?" which is not only rude and disrespectful but makes us feel like a nuisance for calling. I can only hope they have never had to experience the situation we are in. 

Our family member has been admitted with a problem, where we hoped it would be a minor assessment then discharge; to finding out she has advanced cancer throughout her body and will be sent home for palliation. 

We are unable to visit despite their policy of compassionate visiting. Their visiting policy changes depending on which staff member you speak to, I am baffled as to how this policy can be misunderstood. We were initially told 5 days, then at 5 days it was extended to 7 days and now 7 days but with 3 negative COVID swabs. An absolute joke.

My Grandma fell whilst on Ward 34, we were told that nothing 'untoward' happened, the bruising all over her body detailed a different story. There was lack of compliance with hospital policies regarding maintaining an open and honest relationship with family. The fall was down played, we were not aware of the extent of injuries nor was it discussed with family. The staff stated they were not on shift when this happened and were could not provide details of the event. They removed a line which allowed administration of analgesia, this required further discomfort for her as a new one had to be sited. 

We missed vital time that could of been spent at home, where she is comfortable and surrounded by family. There was no compassion or consideration for her wishes and we missed out on days where she was well and communicative. The care provided was subpar and people using this service deserve better. 

My Grandma was finally discharged mid afternoon on Tuesday, despite 'fast track' discharge being implemented on Monday. She then passed away on Thursday morning.

I have never experienced such a poor service within a hospital. Ward 34's standard of care falls incredibly short of expectations. It is also well acknowledged that this ward has a bad reputation for patient experience and relies heavily on agency staff. This begs the question why they are unable to retain trust staff members.

The care received in A and E and EAU was exemplary. The staff in both these units were attentive and compassionate. They took time out of their hectic schedules to ensure that my Grandma's needs were met and as a family we understood the situation.