"Third World care in supposedly award winning..."

About: West Middlesex University Hospital

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As a current regular visitor to Osterley 1, clinical base B, I truly hope improvements are seen soon. It is shocking what lack of communication there is between staff and the patient s. The doctor promised today that he would make time to speak with us but he left for home at 4 p.m. without saying a word to us. There has been no information given to us at all. The family member who we are visiting has had many interventions without the family being notified, there has been no explanations as to why drugs have been changed, catheters fitted etc. It is soul destroying to see an emaciated elderly man who has worked hard his whole life being left hungry because no one bothered to help him with his food as promised. Trying to speak to anyone on this ward is impossible. Nursing staff look at you blankly when you ask them a question or rudely reply that they are too busy. The only polite members of staff we have encountered are the cleaning staff. It is shocking that this sub standard level of care can be happening in England in 2013.

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Responses

Response from West Middlesex University Hospital

We were very concerned to read about your experiences, and the treatment of your relative. Whilst your comments are anonymous we have tried to identify the patient they refer to but have been unable to do so. Every ward has a matron overseeing it, who is responsible for ensuring all patients receive the highest levels of care and treatment. We would urge you to ask to speak to the matron, Dharmen Govinden or the ward manager, Sarah Lee so that we can address your concerns. Alternatively you can speak to someone in our Patient Advice and Liaison Service via pals.service@wmuh.nhs.uk / 020 8321 6261. With regard to your specific comments we have reminded all staff to ensure that they follow up on communication with patients and relatives, and that any promises they make are carried out or that they will advise persons concerned accordingly. We are very sorry that in this case we have not informed the patients or relatives of the stages of care but we will endeavour to do this for all future patients. We have spoken with our facilities partner, who is responsible for delivering meals to our patients, and we will ensure that all patients who have special feeding needs will be identified earlier so that their individual needs can be met.

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