"Shocked and disgusted"

About: Dr Gray's Hospital / General Surgery

(as a relative),

My step father passed away in ward 6 in November this year and I cannot begin to praise the staff highly enough for their care support and understanding shown to him and our family! ! !

My mother was rushed in two weeks later, into amau... Again the staff were outstanding in their care. mum was then moved to ward 6 and once again the team were outstanding! However last weekend, mum was moved to ward 5 for one night and was then allowed home.

Cut a long story short... At evening meal it came to light that her insulin was not given to us! I phoned ward 5 and the nurse told us we would have to go and get it. Which after some organization my son had to go as I had no car! What would have happened if my mum had went to her own home? Anyway then it came to light there was only one "disposable" pen... I phoned again! The nurse was curt to me and I pointed this out. I was accused of of being aggressive and for rushing my mother out of hospital which made them forget the insulin! My mum told me at 9.15 am she was getting out. I thought it polite to wait till 230pm visiting hours to take her home! While mum was getting dressed I went to nurses station to tell them I was there to collect her and could I have her letter and meds, and thanked them!

At no time did I rush them! The attitude of this member of staff towards me was atrocious and I hung up. The staff member phoned back around ten mins later to ask if I had calmed down! While on phone I felt even more provoked by the staff member saying I was quite with in my right to complain about them without me even mentioning this. I then asked to speak to the ward manager who wasn't working! I tried to explain that one disposable pen was insufficient kept being told you have cartridges just reload it. My other son who knows of these things explained to the member of staff still couldn't understand "disposable"! I thought once I'd slept on this it might not seem so bad but 24hours later I am still shocked and disgusted by this so called professional!

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear relative,

Firstly may I pass on my condolences to you and your family on the loss of your step-father. I hope it was a comfort to you that good care was experienced by the family at such a difficult time.

Secondly, we are very grateful for the positive feedback about the care and services delivered in ward 6 and we will pass your praise on to the staff concerned.

It is such a shame that a generally good experience can be ruined by poor communication and by unacceptable behaviours. It does seem that there should have been sufficient time to arrange a safe and person-centred discharge for your mum.

I am going to make sure that the Lead Nurse for Dr Gray's Hospital is made aware of your concerns and I am sure she would like to speak with you in person. If you would like to post your contact details or email me directly at loldroyd@nhs.net we can arrange for that to happen. Alternatively, I can be contacted by telephone on 01224 558449.

I hope that your mum is recovering well and that you continue to have faith in the quality of our care and services.

Kindest regards

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