"Concerns about my dad's care on D11"

About: City Hospital campus / Neurology

(as a carer),

Although I think the staff are very friendly, I don't think the care is great. In my experience, the doctor and nurse communication is very poor and it's the nurses that take the brunt. Medication is prescribed, but doctors then did not write on drug cards. This is disgusting.

My dad was in pain, unable to sleep, and was meant to be on something to help him sleep. But it was not on the drug card. I was there when the doctor said it.

I turned up today and they just plonked a sandwich by his bed. Something he doesn't like. I asked a hca, who was kind enough to go and look for something else thank god.

Many times we have had to ask for his catheter to be emptied or we have had to do it ourself. He was left in the same pjs for 3 days. Another day, we took him to the loo after blood all over him self to change him. We have even changed his bed ourselves. If he asked for anything he was either told no or ignored most of the time.

I'll be glad to bring him home, however the physio team were great. I understand the staff are busy but I feel asleep or awake patients deserve the same care and attention.

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for your feedback and for your kind comments about some of our nursing staff and the physio teams. I am very sorry to hear of your father’s experience of care during his stay on ward D11.

I would like to reassure you and your father that usually the communication between our medical team and nursing staff is very good and prompt on the ward. It is disappointing to learn that this was not the case on this occasion.

Our neurosurgical team do a daily morning ward round and prescribe medications required by patients at the time. They usually respond promptly to requests for medications to be prescribed. Our neurology doctors also do daily ward rounds, typically in the morning. They examine patients and prescribe timely medications.

All patients are asked twice daily what they would like to eat from the men. If they are unable to tell the nursing staff, they show them the menu if they can read, or often involve families by asking them to choose form the menu booklets we have at the bedside. The ward follow the trust’s “meal times matter” campaign which is designed to ensure there are protected mealtimes to ensure patients get the nutrition and hydration required to aid their recovery. We always do our best to ensure our patients eat what they have requested from the menu. We also use the “red tray” system to easily identity to staff those patients who require extra assistance or supervision at meal times.

Our recent audit results for ward D11 found high standard of personal care. Usually our nursing staff encourage and assist all patients to have a good wash, shave, and mouth care daily and catheter care is performed regularly on the ward by both registered nurses and auxiliaries. Patient’s catheter bags are checked during their daily wash, before lunch, before dinner, every time they are repositioned, and before midnight. Catheter bags are emptied at these times if they are three quarters full in line with best practice. The more frequently they are emptied the higher this risk of infection. I apologise that this was not fully explained to you at the time.

If you would like to get in touch with me in order to share your experience in more detail I would be pleased to speak to you directly. My email address is anne.scott2@nuh.nhs.uk

Anne Scott

(Clinical Lead, Musculoskeletal and Neurosciences, and Digestive Diseases and Thoracics)

Response from City Hospital campus

This feedback was originally posted on the Patient Opinion website in August 2014. We responded to the comment at the time and the issue has since been investigated and resolved.

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