"My Mother's treatment"

About: Norfolk & Norwich University Hospital

My poor mother has been trapped in the Docking ward of the Norfolk and Norwich Hospital for nearly three months now. i appreciate that she has complex health needs but I have to say that the care and the attitude by the staff toward her is despicable to say the very least. She has been roughly handled and when needing the toilet has on many occasions been ignored for hours. On top of all this her dignity has been compromised. If all this wasn't bad enough, she has been misinformed. On at least three occasions she has been told that she was able to return home for a short recuprative period - say a weekend - by one doctor, but then nurses on the succeeding shifts have said that they have not been apprised of any such information. This has infinitely exacrerbated my beloved mother's already distressed state. Even as I write this, only this morning I spoke to my very tearful mother and learned that her so called specialist said that she could come home for the weekend before he even looked at her records.He confessed that the incorrect dosge of appropriate medication had been prescribed thus sytmying any hopes that she would be able to come home even for the briefest of periods to the love and care of her family. The staff on the ward are constantly trying to turn the blame around on my mother accusing her of being abusive. I have come to the conclusion that they simply haven't a clue sometimes. They even don't answer the phone at the wards' reception desk even though there are - and I have counted - at least six staff members there. The telephone just continues to ring leaving a worried relative at the other end most likely in turmoil! I have even overheard them joking about the plight of a patient. The situation is now making my father and myself ill; he being prescribed antidepressants on top of medication on top of his heart condition, and my own mental health is giving way.

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Responses

Response from Norfolk & Norwich University Hospital

We are really sorry to hear of your experiences and have passed your feedback onto the Ward Sister and Matron in charge of Docking Ward and shared this with our Director of Nursing and Medical Director. We would also encourage you to contact our Patient Advice & Liaison Service so that they can discuss your concerns confidentially with you. PALS can be contacted on either 01603 289036 or 289045 or by emailing pals@nnuh.nhs.uk

Response from Norfolk and Norwich University Hospitals NHS Foundation Trust

We are really sorry to hear of your experiences and have passed your feedback onto the Ward Sister and Matron in charge of Docking Ward and shared this with our Director of Nursing and Medical Director. We would also encourage you to contact our Patient Advice & Liaison Service so that they can discuss your concerns confidentially with you. PALS can be contacted on either 01603 289036 or 289045 or by emailing pals@nnuh.nhs.uk PALS will also be able to organise for you to have a meeting with the ward Matron to talk through your concerns about your mother's care.

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