"Dreadful"

About: Hexham General Hospital

I have been in EEC 11 times this year and ward 2 a few. Mostly Ihave found the hospital fine and the staff kind but there are some who made me feel most unwelcome, a nuisance and time waster. Since I am a regular patient at Freeman specialist unit, I dont think Im a time waster. I went into Eec with a problem other than my main illness but my illness was prominent, my problem was virtually ignored despite my saying I ws handling my usual illness, this continued for 4 hours when I was told I could go, I said no, what about the reason I came in? 'Oh, do you mean you want to stay, well if you will just move into this comfy bed off this trolly we will see if we can get a doctor to see you.' Another time a member of staff hadnt filled in my records and as I was about to be discharged sat next to me and said ' now when you came what was your........ and when I did this what did I say it was like.....' I couldnt remember so the member of staff made it up. On ward2 I watched a an elderly lady being given her lunch. She had a mild dementia problem and was very frail. She was given a mug of soup which she held, then a meal put in front of her, which she couldnt manage herself, still cradling her soup she was handed a mug with tea. She proceded to take occassional sips from each mug, at the end of the meal everything was taken away. Later she asked for the toilet, over the next hour she asked everyone who came to the ward, dr, pharmacist, cleaner and nurses. Finally she she said oh dear. A good while later staff realised 'shes soaking!!!'. On discharge I was going to be unable to look after myself properly as I live alone and was exhausted and unable to walk very far. No follow up was planned. NICEguidelines say a written plan should b given plus a follow up. A friend collected me, and took me home but she needed to get back to her family, I sat in the chair and remained there apart from makinga couple of cups of tea and getting to the downstairs loo for 48 hrs.

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Responses

Response from Hexham General Hospital

Dear Sir / Madam, Thank you very much for sharing this with us. I am responding immediately because there are a number of failings in the care you describe that concern me greatly. I am so sorry that you have felt poorly involved in your care and that your concerns have not been taken seriously by the team in Hexham. I know that they will be extremely disappointed to read your review also and will want to understand more about what went wrong. I am keen that we immediatley look into your care to establish what exactly happened during your time with us and what improvements we need to quickly make. I would be very grateful if you would help us with this by contacting me directly on annie.laverty@nhct.nhs - at the moment while your post remains anonymous I am limited in what I can do to provide you with a personal response. Thanks again for taking the time to share this important feedbcak with us. I look forward to hearing from you, Annie Laverty - Director of Patient Experience

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