"Mother Taken ill"

About: Medway Maritime Hospital

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It started at a BBQ on a very Hot Sunday, my mother 69 was acting out of sorts (she was not drunk I must add) she looked over heated so my step farther took her home and we called 1hr later to see if she was ok, she was non-responsive and confused and saying some very strange things. We called an ambulance and I rushed to my mothers address about 40 minutes drive away. Ambulance response car was already in attendance and later the ambulance arrived to ferry her to hospital. Once inside A&E she was placed in a cubicle on a bed which was fine but it was very firm, my mother had been acting strange / out of sorts for some time we put this down to a on going UTI infection which was proving to be stubborn to shift and her GP failure to chase previous test results following the three visits that was made. anyway the A&E staff were very busy no doubt working excessive hours and it was hot, my mother was soon frustrated and very much in pain due laying on a temp bed in the A&E department, water, pillow was never offered even when I tried to get their attention and information was not very forthcoming. I do not blame the staff as I could see they were busy, I left around 22:30hrs leaving my step farther and brother and on returning the following day she had been moved but still on the temp bed, until about an hour later a bed became free and she was moved to a ward. 22hrs she laid on this hard bed and suffering from arthritis ect did not help matters. The management of this hospital need address staff shortages, equipment and the loss of beds, we live in the UK yet receive a third world service in some situations. I know I have travelled a lot and seen better treatment in countries with 50% less GDP than us. We seem to be happy throwing money abroad yet it is plainly needed in some of our hospitals which are over loaded and in need of renewing and expansion esspecially this one. This is no attack on the nursing staff but for hospital management to think about, as it could have been your mother laying their for 22hrs in pain, no water or proper bed. Kind Regards PL

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Responses

Response from Suzanne Brooker, Head of Patient Experience, Medway NHS Foundation Trust

Thank you for your recent feedback regarding your mothers poor experience in the A and E department. We take pride in being able to deliver a responsive, kind and safe service to our patients and we are sorry that on this occassion we did not meet your expectations.

please accept our apologies.

we are currently reviewing our Nursing and Midwifery esablishments to ensure patient care is at its best and new beds have been ordered.

This experience was clearly not acceptable and will not be repeated.

If you would like to discuss your concerns further then please contact the Patient Advice and Liaison service (Pals) who will be happy to assist you.

The Pals team can be contacted between the hours of 9am to 5pm, Monday To Friday, by telephone on 01634 825004 or 01634 830000 ex5793

Thank you for raising and sharing your concerns with us so that we can improve on the services we provide.

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Response from Medway Maritime Hospital

I am sorry to hear about your experience of the emergency department when your mother was brought in by ambulance. There is an issue with capacity in the department and at times, it can become extremely busy. These are issues we are addressing, both improving capacity and staffing in the department to give patients a better experience. It is difficult to address all your concerns in this message but I would encourage you to contact me so we can discuss your experience in more detail. I do appreciate you taking the time to write and for identifying how busy the department is. Inmaculada Diaz Alonso Clinical Lead for the Emergency Department inmaculada.diaz-alonso@medway.nhs.uk 01634830000 x3322

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