"Staff on Kings C1 ward"

About: William Harvey Hospital

My mum was operated on for a broken femur. She is almost 95 and has had dementia for 9 years. I have been her main carer for that time. On 28 April I visited mum. At 3pm I asked to speak to someone about her rehabilitation. I was told someone would come when they were free. Most staff avoided eye contact, giving the impression they did not want to talk to me. At 4.30 no one had come to talk to me so I had to ask again. The information was helpful but the nurse was not interested in what I had to say about my mum. That day the lady in the bed next to mum buzzed for at least 20 minutes and was ignored. I fetched someone for her. She asked for a bedpan. 40 minutes later still no bedpan. I saw the auxilliary chatting, bedpan in hand. Eventually she brought it. The lady was left 45 minutes before anyone returned to make sure she was ok. On May 1st during my visit the same lady asked for a painkiller at 3.45. The staff member was not able to give drugs and said she'd ask a nurse. No one came. The lady got her painkiller during the formal drug round at about 5pm. What worries me is that my mum cannot use call buzzers, or ask for help: she doesn't know she is in hospital.. I have no confidence in staff making sure her basic needs for the toilet or hygiene are met because of what I have observed regarding the neighbouring patient who can speak for herself. How can I be confident that the clinical care is first rate if the basic care is not? A minority of staff were helpful and caring, but that cannot be said about the rest. Why don't staff wear name badges? How are we meant to know each member of staff's status and whether they are the appropriate person to speak to? Why are staff reluctant to talk with relatives? Do they have no respect for us? I should have been able to take up my concerns with a staff member directly, but how can I when they make themselves scarce and I have no idea who is in charge?

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Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for taking the time to feedback about your mother's care and your experience of the ward team. I will raise the issues you have outlined with the Matron and ward team. We take feedback very seriously and use it to help us improve. If you would like to talk more about your experience, please contact me on Julie.pearce1@nhs.net

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