"no staff / 40 min wait for response to buzzer"

About: Derriford Hospital

my mother has just had (08/08) a tkr and returned home yesterday, apart from the surgeon who was lovely and did a brilliant job the experience of my 64 yo mother was less than satisfactory . on admission day mum was told to be there at 7am which we did and after the pre op questions were complete she was put In a waiting room and left for 5 hours until taken for theatre at 245pm . after surgery she was sent to shaugh ward where the staff were lovely but non existent , we saw more contract cleaners than nurses,drs or hca's on Saturday evening 3 of the 4 people in mums side ward pushed their buzzer for varying reasons and nobody appeared for 40 minutes not even to check for an emergency etc , this is not acceptable . another disappointment was staff not reading notes , my mums notes indicated she suffered poor reaction to codeine and morphine so it was not to be given however on 2 occasions morphine was administered and once codeine which left mum hallucinating and vomiting for 36 hours . finally mum says nobody has looked at her knee from surgery to discharge whichsurely cannot be right , it was all about physio nothing was checked re her wound . mum has had great care at derriford many times and we have been very greatfull but this time it has fallen short and that is dssaponting.

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Responses

Response from Genny Turner, Senior Quality Facilitator, Plymouth Hospitals NHS Trust

Dear Mr Allen,

I am very sorry to hear that your mother has not had a good experience with us on the day of her admission and following her knee surgery.

Please would you be kind enough to give our PALS (Patient Advice and Liaison Service) Team a call on 01752 439884 to ensure we have your mother’s details and we can investigate this further for you.

Best wishes

Genny

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Response from Derriford Hospital

Good afternoon, I am very sorry to hear that your mother has not had a good experience with us on the day of her admission and following her knee surgery. Please would you be kind enough to give our PALS (Patient Advice and Liaison Service) Team a call on 01752 439884 to ensure we have your mother’s details and we can investigate this further for you. Best wishes Genny

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