"my mom admitted to L2"

About: Royal Hallamshire Hospital

Let me start by saying a couple of the staff were fantastic with my mom. However, these were a minority. My mom was constantly reffered to as her bed number A1 and not her name. No respect there! I asked for someone to take her to the toilet and was told in a very snotty manner "I'm not working up here wait there". The SW then went and shouted down the corridor in front of everyone "are you up there?" To another SW who replied yes. She then shouted bed A1 needs the toilet now. I was embarrassed for my mom. not very empathetic. We as a family were not informed of what was happening to my mom, even though we asked. Communication was appalling.

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Responses

Response from Debbie Fletcher, Patient Partnership, Sheffield Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to post your experience on Ward L2 at the Royal Hallamshire Hospital, regarding the conduct of two Support Workers.

I am very sorry to read your reports regarding the qulaity of communication and that your mother's privacy and dignity was not respected. This level of service is not what we would expect for our patients and we would like to be given the opprotunity to look in to this matter further.

If you would like to discuss your mother's care in confidence and receive appropriate assistance, please do not hesitate to contact our Patient Services Team on 0114 2712400. If for any reason you do not wish to pursue this matter, please be assured that I will pass your comments straight on to the Matron responsible for Ward L2 today, so that your feedback can be acted on.

Kind regards

Debbie Fletcher, Patient Experience Coordinator.

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Response from Debbie Fletcher, Patient Partnership, Sheffield Teaching Hospitals NHS Foundation Trust

Further to my previous response, the Matron responsible for Ward L2 was very grateful to receive your feedback and would like to offer you and your mother her sincere apologies for your poor experience. Matron has now taken the opportunity to discuss your experience with staff on Ward L2. Staff accept that there will have been occasions when they may have asked for help with a patient by using the bed number, rather than stating the name of the patient. They have acknowledged that they do not always ‘get it right’, they have taken your concerns on board and will learn from your experience for the future. Matron would like you to be reassured that despite this unfortunate event, her team of staff are highly motivated and dedicated in delivering a high standard of care to their patients.

Thank you once again

Debbie Fletcher

Patient Experience Coordinator

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