"Lowest standard of care"

I am emailing to make you aware of my dissatisfaction about the standard of care provided on ward 5B during my loved one’s stay. I feel it important to provide this information and that it will be beneficial for staff reflection.

Whilst visiting my loved one, he appeared confused and was having low blood sugar readings. He was unable to recognise my husband when he arrived.  

His condition worsened and the next day he was hypoglycaemic again. I had said to an auxiliary that he was shaky and confused and I was told that he was like that because he has been sleeping all day and he had not eaten or drank anything.

The next day, when I visited he was unresponsive, when I alerted his nurse, I was advised that they thought he was responsive. I said he was not. He was hypoglycaemic and the nurse came to rub gel into his gums. I said he is very unwell and he is deteriorating fast.  At that the nurse held both their hands up and said with urgency (I felt, to stop me in my tracks) that they weren't his nurse today and that the nurse looking after him was on their break and would be back soon. They stated they were only there to administer the glucose gel as they were the only one there that could give it at that time.

I persisted with the nurse, because they knew my loved one and must see that he had deteriorated massively . They replied that they had reported that that morning and they went back to their daily duties with their own patients. I felt the nurses manner was totally inappropriate and very disconcerting.

The staff knew he was insulin dependant diabetic and he was not eating and they did not arrange for him to have any fluids or encourage sips for hydration.

A lovely nurse came to speak with me the same day and said that they were trying to get my loved one a medical bed in 2F and that he would be transferred as soon as they could get a bed. 

Another nurse was also very concerned about my loved one's condition and expressed their condolences that he wasn't his usual self. They were really lovely and empathetic .

The next visit, I pressed the emergency buzzer as my loved one seemed to be taking a turn? A stroke? He was unresponsive at this stage but looked distressed as if he had secretions and was going to be sick. His left eye was rolling to the top of his head. I was extremely alarmed and concerned. 

Three nurses arrived quickly and were debating whether this was a “peri” and whether they should put a call out. 

I said frantically he needs a doctor now, he has had an incident. One nurse replied that they had been trying to get a doctor all morning (it was afternoon at this point) and they were aware of his condition.

I was frantically saying that they needed to put out a call urgently, they need to know he is having an acute incident now.  I was very distressed. The nurse left and called an Advanced Nurse Practitioner (ANP). 

The ANP took the time after their examination to say that they have taken bloods and they didn’t think he had had a stroke but that they were to request an urgent CT scan. They were caring in their manner.

I feel that the ward staff in 5B all knew my loved one very well and they did nothing in the early stages to raise alarm regarding his deteriorating condition within a 48-72 hr period. 

It makes my heart so heavy to have to say that my loved one passed away in ward 2F following a 10 day stay (following emergency transfer from 5B). 

I know 5B is a boarding ward and as such, is restricted in numbers of registered staff but I feel my loved one's condition could have been managed more appropriately and his deterioration should have been escalated about three or four days earlier. 

The nurse's unfortunate manner that day has stuck with me and I feel that they could have done more to escalate the situation. I felt their manner was abrupt and non-caring. 

He was left overnight and unresponsive in a 6 bedded area which I feel is highly inappropriate.

I appreciate the demands on staff and the lack of registered staff on 5B due to the nature of the ward but he must have been the sickest patient there that day! I was alarmed at the dismissive attitude of the nurse when they held their hands up and said they were just there to give the glucose gel. I am the only one that can give it. 

This saddens me. It would only have taken a moment to show a bit of empathy and appreciation for my level of concern. More so because they knew him so well and also they knew me due to my numerous visits to ward 5B through the year. 

Perhaps there could be a reflection on this and consider the manner shown and the escalation process of a sick and deteriorating patient. I appreciate that the nurse was not his named nurse that day but they knew him so well and had recognised that he was sick. My grievance is their manner and lack of compassion shown when I was obviously distressed and alarmed at my loved one's worsening condition. 

This ward is clearly very busy and seemed to be unable to seek medical staff in such an acute and deteriorating patient. I feel very unhappy with the care provided to my loved one in the 72 hrs prior to his transfer to ward 2F. 

His death was inevitable as he had many medical conditions, but a little care and compassion and recognition of deterioration would have gone a long way and made his death more bearable for us loved ones.

I wish to express my sincere thanks to one of your nurses support and compassion in the immediate transfer period. They helped us a lot.