"Doctors were helpful and communicated ..."

About: The James Cook University Hospital

(as a relative),

What I liked

Doctors were helpful and communicated with me and family well most of the time.

Dieticians and physiotherapists excellent.

What could be improved

No continuity of care, a different nurse every day, no plan of care to be seen and certainly no assessment of care. My relative developed pressure sores which were never treated properly or assessed thoroughly. Medications regularly not given or allowed to become out of stock, tablets regularly found on bedside and not administered but were signed as given.No welcome on to ward, no discussion of care or progress from nurses unless initiated by family and then nurses very guarded or uninformed. I agree with previous comments of nurses avoiding relatives. Showers and toilet frequently soiled with faeces, relatives 'helping out' in kitchen and sluice, not good practice for infection control. No evidence of commodes cleaned between patients, lots of patients with diorrhoea, lab does not test for C-Difficile if inpatient for over 1 week.No help given to patients unable to eat. Nurses need to read NMC code, I know they are very short staffed but they are responsible for protecting patients and ensuring adequate staffing, their registrations are at risk. Generally the standards of basic care and professionalism need to be raised.

Anything else?

If you or your relative are admitted to this ward, don't accept low standards. No one is above being questionned and everyone has a right to be respected and cared for to the highest standards. Be involved.

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Responses

Response from The James Cook University Hospital

Thank you for your comments posted. I am naturally very concerned about your experience and would very much appreciate you contacting the PALS Service to investigate your comments further as a matter of urgency. You can remain anonymous by using this service, and it would be extremely helpful to ascertain on which ward(s) you endured your experience. PALS can be contacted via a free phone telephone number 0800 0282451.

Your entry has been sent to our Director of Nursing and Patient Safety who was very concerned to hear of your experience. Your comments will be shared with all the Senior nursing staff and Clinical Matrons within the organisation through a variety of forums and meetings. Please be assured that we are delivering a programme of quality improvement projects which will help staff make changes to provide safe, clean and personal care to every patient, every time.

Our goal is to become a learning organisation in which every member understands their role in delivery clinical quality and works towards achieving that goal every day.

I will ensure your kind words regarding the Dieticians and Physiotherapists are passed on to their Manager. I am grateful to you for this important feedback and would like to sincerely apologise for your experience which was not of an acceptable standard