"Call bells just not answered"

About: Lydney & District Hospital

In the 4/5 days my mother was in Lyndey hospital, it was common place for patients to call for help with their call button and wait 30 - 40 minutes or longer for any response. In one instance, I as a visitor went to the aid of an elderly man alone in a side room, crying out repeatedly in pain, having pressed his call button, which had been sounding for at least 30 minutes and no-one had gone to him. As a visitor, I couldn't just ignore it and I went to find out who was crying out so pitifully. I couldn't find any staff, only the sister who was doing the medical round. I told her the gentleman was in pain and crying out and it still took her some time to come to him. Other patients commented the staff didn't come when they pressed the button. On another occasion a quite frail lady who had just been admitted and couldn't sit up, called out and rang her button for help (she had phlegm she needed to spit out) and no-one answered, so I as a visitor went to help her, a compete stranger. She was also cold. No staff had seen if she was comfortable. In the 5 days my mother (aged 91) was there she never had a proper wash. Staff did not give her her hearing aids and so she couldn't communicate properly. She was left for up to an hour on the commode. Her drinks / meals were left for her which she couldn't manage on her own and were then taken away again uneaten without help being offered. Though family members were willing to go in to help her with meals , the staff seemed not to welcome our being there.

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Responses

Response from Lydney & District Hospital

Thank you for sharing your feedback. We are sorry to hear about your concerns, and would like to understand more about your recent experience of care at Lydney Hospital so that we can take this information back into the team, and ensure that we take appropriate steps to improve our service. If you would be able to get in touch directly with our Service Experience team, we will be able to follow this up with you. You can contact the team on 0300 421 8313 between 9am and 5pm, Monday to Friday or email: yourexperience@glos-care.nhs.uk. We would welcome the opportunity to follow your concerns up and thank you for leaving your feedback which will be discussed with our hospital team. Best wishes The team at Gloucestershire Care Services NHS Trust

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