"stay on Glossop"

About: North Devon District Hospital

My father was admitted to Glossop this November ( he has terminal lung disease) with abdominal pain, confusion and hallucinations. At first the ward seemed to looking after him well, as the dats rolled on this changed greatly. Dad is practically blind,cannot see to drink from a glass or jug, we asked for beakers which he was given, but promptly disappeared by the next visit - he was constantly thirsty when we arrived. We ordered his meals from the menu as he has specific dietary requirements and cant see to choose- yet he was brought completely different dishes that he couldn't eat- resulting in us feeding him. Surely basic hydration and nutrition are vital to health? Unfortunately the staff delivering the food could neither shed light on why he was being fed randomly foods he detests and their manner was rude. The nurses on the ward are clearly overstretched, trying their best but falling short. We were assured that a consultant would come up with a plan to help dad with his pain, psychological issues and possible infections. No plan was ever forthcoming and in fact we were phoned telling us to take him home with no explanations at all to his state of health. Dad himself was becoming more distressed by the levels of noise, light at night, lack of sleep, lack of water and food that he prefered to come home, despite still being in great amounts of pain. Sadly for us we will think twice before turning to NDDH when he suffers a setback....it was ad if everything we had ever heard about elderly patients not being cared for thoroughly happened before our eyes- the lack of dignity he suffered, not having his most basic needs met is quite frankly disgusting.We are still with the help of our GP trying to make him comfortable - NDDH seems to have provided him and ys with nothing more than extra stress and confusion. Poor.

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Responses

Response from Jayne Kruszewski, Customer Relations Manager, Northern Devon Healthcare NHS Trust

Dear concerned family member.

I was very concerned to read your feedback following your father's recent stay on Glossop ward, and would firstly like to offer apologies for the poor care your father received whilst an in-patient. The Trust takes patient poor feedback very seriously, and continually strives to put things right when things have gone wrong. I would welcome the opportunity to discuss your concerns with you personally and if you feel this would be appropriate would ask you to contact the PALS ( Patient Advice and Liaison Service) on 01271 314090.

Many thanks

Jayne

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Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'concerned family member'

The comments and responses on the web-site of Patient Opinion are passed to us at Healthwatch.

This experience you describe was clearly unacceptable and worrying for you all.

Please accept the invitation from the Trust to meet someone.

You may also wish to contact Healthwatch directly to raise the issues and share your evidence of some poor treatment.

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More generally we are building a picture of the provision of services in Devon and these comments will help the NHS and other providers develop and improve their services.

If you wish to discuss any health or social care issues with us in confidence, including receiving advice or information about services please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

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Yours sincerely

Peter Brain

Volunteer

Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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Response from North Devon District Hospital

Dear anonymous Your feedback really concerned us and the consultant immediately tried to review the care records of your father, however was unable to fully without more identifying information. We'd really like to discuss your perspective and our records in more detail to enable us to understand more about why you felt the care we provided your father was lacking. I would kindly request that you call our patient advice and liaison team on 01271 314 090 as we'd like to look into your experience in more detail. Kind regards Katherine

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