"Ignoring her needs as a patient with a visual disability "

About: Good Hope Hospital / Trauma & orthopaedics

(as a relative),

My elderly relative has been in Good Hope for some time and in that time I have seen her condition deteriorate so much so that she is a shadow of her former self. She entered hospital with a fracture and has left confused, incontinent and distressed. Her family are extremely close and will not stand by and ignore the poor treatment she experienced.

I believe a formal complaint has been made by other family members BUT I want to make it clear the treatment and errors made by Good Hope.

1. Ignoring concerns about the patients well being by those who know her best.

2. Ignoring her needs as a patient with a visual disability - why oh why give a visually impaired patient tablets in a tiny pot she can't see?

3. How do you know she has taken the medication which could quite easily be dropped on the floor?

4. Leaving her covered in food because she can't see to eat so that it dries on her clothes?

5. Having no visual indication to ward staff that she is visually impaired!

6. Discharge information in a font that she can't read.

7. Discharge information that was factually incorrect and a social worker who laughed when the mistakes were pointed out.

8. Misinformation to the nursing home.

The lady in question is valued by so many people, friends and family and she deserves better! Some staff when I visited were exceptionally kind but they were rather the exception. Too many staff were dismissive of her needs regarding her as a dementia patient rather than someone with poor sight.

It's not good enough. She is lucky in that her family are intelligent and assertive enough to speak out when things are not right. However what happens to those people without relatives or friends?

The family have photographs to support all their assertions and I myself have witnessed their lack of compassion. Next step I feel should be Andrew Mitchell MP but that decision rests with the whole family.

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Response from Richard Parker, Managing Director, Good Hope Hospital, Heart Of England NHS Foundation Trust

picture of Richard Parker

Dear Hopeless1982

I'm sorry to read of your experiences and concerns regarding the care of your relative here at Good Hope. I'm keen to make sure this is picked up with the ward team but I'm unclear regarding the ward in question.

If you're happy to make contact with my office (or me by email richard.parker@heartofengland.nhs.uk) I will gladly look into this. Similarly I'm happy to meet with you or your family if that would help.

Best wishes


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Update posted by Hopeless1982 (a relative)

Thank you for the offer. I believe closest family will be in contact with you shortly. They have made a formal complaint and are still waiting for the notes to be sent to the patients daughter! This was 16 working days ago despite being assured on the day that she would be sent them by the Head Nurse.

There are many excellent staff at Good Hope and I know they are under pressure to perform but common sense with regard to dealing with someone with sight loss is vital.