"Ward 4d problems"

About: Crosshouse Hospital / Care of older people

(as a relative),

I felt like the nurses couldn't be bothered even when situation was dire, upsetting.

I saw some auxiliary staff using mobiles while sitting with patients at risk of harming themselves, auxiliary staff telling other auxiliary staff to get their "fcking arses in here".

This was disgusting and yes a formal complaint will be made.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Upsetrelative,

Firstly, may I say how disturbing this must have been, it is certainly not the kind of behaviour we want from the staff in Ayrshire and Arran. It is only with help from the patients and relatives that we can change attitudes and behaviours, so thank you for letting us know about this.

I would like to mention that the complaints procedure should not be a scary path and we would encourage you to submit a complaint to allow us to investigate this fully.

If you do not feel you can complain by the official route, please call Crosshouse Hospital on 01563 521133 and ask to speak to Mary Harper or email me direct on eunice.goodwin@aapct.scot.nhs.uk to let us know the details of when this took place so we can look into it.

I find it disappointing that the behaviour of the few can so outshine the vast majority of very helpful and professional staff.

Kind regards,

Eunice

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Update posted by upsetrelative (a relative)

Unfortunately this was about my mum, and she died the day this was published and not even 24 hours after we again told a nurse she couldn't breath only to be told again that she was anxious.

I don't want to rant on, I only want anyone who has read this to know the end result, and to be aware the doctors and nurses do not always know best and if anyone is concerned that a relative is not receiving the care they should then please shout as loud as you can, we did but we weren't heard.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Upsetrelative,

I am so very sorry your Mum has died and there has been such distress to you, your family and clearly to your Mum as well. We only have one Mum and we want the best for them at all times and quite rightly so.

NHS Ayrshire and Arran has ‘customer care’ and ‘end-of-life care’ as a priority and a lot of work has been done to improve it, sadly, there is more work to be done.

You are correct, we are not always right and it is so important that we have a culture in health where we can all challenge and be heard and understood. It is back to the communication thing again.

I will pass this to the Senior Manager responsible and I am sure this will be addressed.

Please accept my sincerest sympathy to you and your family,

Kind regards,

Eunice

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