"Poor treatment and lack of communication"

About: Queen's Hospital, Burton Upon Trent / Accident and emergency Queen's Hospital, Burton Upon Trent / Cardiology Queen's Hospital, Burton Upon Trent / Trauma and orthopaedics

(as a relative),

My 82 year old aunt broke her ankle and, having a history of orthopedic problems including a wedge fracture of the spine and an arthritic hip ready for replacement, plus a heart requiring the imminent use of a pacemaker, she was admitted to an orthopaedic ward.

She spent just a few hours there before her bed was required and she was dumped onto a gynae ward. She went over 48 hours without seeing a doctor, until her daughter chased one up. She has now been visited by physio's and OTs who seemingly see her as just an old lady with a broken ankle and have no idea of her other problems as they ask her to stand on one leg, or try hopping.

The nurses ask why she is taking so much pain relief for a broken ankle, oblivious to her other problems. My poor aunt is getting increasingly distressed, is desperate to come home even if it would mean her being bedbound and she is convinced she is a burden to the staff on the ward.

I would like to complain, but having found the complaints site on the web page, they won't look at a complaint until they have the permission of the patient. Nice move Queens, ill treat your patients until they are frightened, distressed and confused then they're too scared to complain and discharge themselves.

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Response from Pals Team, Burton Hospitals NHS Foundation Trust

Dear Reviewer

We are sorry to hear of your description of the care your Aunt received at our hospital. We would welcome the opportunity to look further into these concerns. To do this, we would need to know some more information about your Aunt’s stay.

Please contact the Patient Advice and Liaison Service on 01283 593110 so we can gather further information. In order to protect patient confidentiality, we will need your Aunt’s consent to share any information with you but PALS staff can explain patient confidentiality in more detail when you contact them.

Kind regards

PALS team

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Update posted by fubar (a relative)

Well, whether it was coincidence or whether by some great feat of detective work they managed to trace an 80 year old with a broken ankle on a gynae ward, but my aunt was moved back to Ward 19, an orthopedic ward, very quickly after my comments.

That's the good news.


When she was discharged last Friday it was discovered she had developed three pressure sores during her stay. When this was drawn to the attention of a nurse, my aunt was told "oh well, just rub some of your eczema cream on them".

She has now been at home three days and despite her efforts and those of the so-called carers has been unable to access any medical care for them and is in more pain than ever.

Ironically, my aunt trained as a nurse many moons ago. In those days, if your patient developed a pressure sore it was a disciplinary offence as it showed you had neglected their care. How times have changed.

Response from Pals Team, Burton Hospitals NHS Foundation Trust

Dear Reviewer

We are very sorry to read of the concerns that you are raising in regards to the care provided to your aunt. We are more than happy to look further into these concerns but as you have rightly read due to patient confidentiality reasons we will require consent from your aunt to enable us to do so.

If you require further assistance with your concerns, please contact the PALS office on 01283 593110, we are available between 9.00am-4.30pm, Monday-Friday.

Many thanks

PALS Office

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