"Dignity compromised by the action of one staff member"

About: Princess Alexandra Hospital / Accident and emergency Princess Alexandra Hospital / Older people's healthcare

(as a relative),

Mother was admitted to PAH on Thursday evening (after a delay in ambulance being sent), received excellent care from both A&E and in the Observation Ward overnight. The staff were excellent even though they were kept busy with new arrivals throughout the night and the following day.

The admission to the ward was not such a happy experience. We were hoping our mother would receive a good nights sleep but this was very disturbed. I was allowed to stay overnight as it was very late and I was unable to get public transport home. However I noticed on several occasions that some staff did not respond to patients' request for support.

In the morning, the drip fitted to my mother had leaked in bed and I was passed sheets to change the bedding. I assisted with washing my mother and getting her settled for some sleep. The following evening when alone a new drip had not been fitted before the end of the evening visiting. I requested this was done and was advised it would be completed. After fitting, my mother was unable to attend the lavatory without assistance (as this needed removal). My mother buzzed and was disconnected only to find a trail of blood from her bed to bathroom as this leaked. She was made to feel uncomfortable in asking for support.

Later in the early hours of the morning, she needed the lavatory again, she buzzed repeatedly and no one attended, she ended up with a wet bed. The staff member then removed her from the bed and sat her in the chair, made no attempt to remake the bed and mother was left cold and sitting in a chair for several hours.

My mother was discharged later in the day and felt emotionally drained and although she understood there were not many staff available that her dignity had been compromised by the action of one staff member. My mother is deaf and was finding it difficult to understand conversations (especially when the room was darkened as she needs to lip read).

All the staff were very obliging except for this particular nurse who did not seem to be aware of the needs of either deaf or elderly patients. I would like to express the view applies to one particular member of staff and is not a general view for the Hospital which cannot be faulted with their care and attention.

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Response from Shahid Sardar, Head of Patient Engagement, Patient Safety and Quality, The Princess Alexandra Hospital NHS Trust We are preparing to make a change

Although it is reassuring and positive to read that most staff were not at fault and your experiences in A&E and in Observation Ward were good, all of this appears insignificant when considering what a poor experience you had on the ward for which we are very sorry.

I would urge you to get in touch as soon as possible with further information so we are able to identify the ward concerned and the staff member. Please do not feel that this would compromise the staff member in any way as it may simply be a question of retraining or extra support to manage the role he or she is undertaking.

You can contact us at anytime on 01279 82 70 84 and leave a message or we are available between 9am and 5pm Monday to Friday to speak one to one about the problems you experienced with your mother's care. Thank you for taking the time to leave your feedback, it is appreciated.

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