"Poor organisation"

About: Tameside General Hospital

My mother was admitted to A&E after a fall. The treatment was very good. Everything changed when she was transferred to the trauma unit, She said it was disorganised and there was a shortage of staff, in the 10 days she was on that ward, she only got 3 correct meals she ordered. On one occasion the lady in the next bed ordered the same sandwiches, (ham with piccalilli) When the sandwiches arrived my mothers had no piccalilli on them, when she enquired she was told they had run out of it, (how can caterers run out of Piccalilli). She said the soup and the sweet were the only enjoyable bits of the food. There was not enough staff to help her stand so she was sat in the chair all day for three days. After a week they wouldn't transfer her to The Grange because the doctor wasn't happy about her wound weeping. The next day she was told the doctor is happy and she will be moved. The Grange was no better shortage of staff meant she was left on the commode in her room for three quarters of an hour because she couldn't reach the buzzer. I wanted to use the sanitizer at the grange there are notices all over. would you believe the 2 nearest the front door were empty each time we visited my mother.

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Responses

Response from Lindsay Stewart, Deputy Director of Nursing, Tameside and Glossop Integrated Care NHS Foundation Trust

It is disappointing that your mothers care was not the standard we would have expected. I have shared this feedback with Alison Brierley Ward Manager for Trauma unit.

Sister Brierley thanks you for sharing your comments and observations around the care and organization for your mother on the trauma unit.

The trauma unit has high standards of care and receives very positive feedback from patient questionnaires. We do however welcome your comments in order that we review and continue to improve our services.

Unfortunately the trauma unit has recently experienced a high level of sickness amongst care staff. Attempts are made to cover these shortfalls, however, this is usually by bank staff whom are not always familiar with the unit or ward routine and this can impact on the continuity of care for patients. I can only offer my apologies to you and your mother for this.

Nutrition is a fundamental part of nursing care and is treated with priority within the care of patients on the trauma unit. It is clear that your mothers experience fell short of what we expect.

I am very sorry to hear your mothers choice of meals and availability did not meet what she ordered. I am uncertain as to the facts behind this however; I will raise your concerns with the catering manager and staff on the ward. I have discussed your experience with the housekeeper who is involved within the patient ordering of food. The catering department also encourages comments and feedback in order to continue to improve their service.

I am very sorry to hear that you were disappointed with the mobility aspects of your mothers care however without your mother’s specific health record details Sister Brierley is unable to clarify or comment on what the physio or manual handling care programme was prescribed for your mother.

Within the trauma unit it is expected that patients receive physiotherapy twice a day depending upon their injury. It is also expected that a certain amount of mobility to be carried out by the nursing staff when assisting with care needs and apologies that this did not occur.

Once again I thank you for raising your comments and concerns. If you would like a more personal response about the specifics of your mothers care please can I ask you contact Alison Brierley on 0161 922 4798 or Alison.Brierley@tgh.nhs.uk

John Goodenough

Director of Nursing

‘’Would you like to help the hospital to improve its services further? We are currently looking for patients and carers to become involved in a development called “Patient Stories”. We want to know more about our services from the point of view of those who received them – what was good, bad, what could be improved, what should be changed. Want to know more about what’s involved? Please contact John Goodenough, Director of Nursing at

john.goodenough@tgh.nhs.uk

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