"The front desk reception was helpful, ..."

About: Milton Keynes Hospital

(as a relative),

What I liked

The front desk reception was helpful, the shop useful and the hairdresser kind.

What could be improved

Duty of care by nurses and doctors to patients and to their families.

Anything else?

It is the sacking of Margaret Atwood that has brought back my memories of the appalling treatment of my elderly mother has received at the hands of the nurses at MKG. They have been neglectful, rude and bullying. On one occasion, they made her walk on her zimmer, after an operation, to the toilet through a full ward in soiled bedclothes, even though she was 87 years old, weeping and collapsing. When she did collapse the nurse shouted at her.They would not answer her buzzer for the bedpan, and then would leave her in soiled bedlinen, either out of neglect or as a perceived"punishment". They would not feed her, and on several occasions was fed by the tea-lady! Complaints to the sisters or doctors met with no response. I was too upset at the time, and not living in the country and did not make a formal complaint. The sacking of Margaret Atwood has made me realise the appalling treatment of my mother was not an isolated case, but a general theme. The next time it happens, and it will, I will be writing to the Ombudsman, my MP, the Board of Trustees and the press.

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Responses

Response from Milton Keynes Hospital

Milton Keynes Hospital apologises that the care that your family received on this occasion did not meet your expectations. We take all compaints very seriously and we would welcome the opportunity to meet with you and discuss your concerns. A formal complaint can be made by emailing complaints@mkhospital.nhs.uk or by writing to the Chief Executive. This will be responed to by the Chief Executive of the Trust.

We would like to reassure service users that quality care for older people is a priority for the hospital. We are currently working closely with with patients, local carers and NHS Foundation Trust Members in order to develop our services and provide care which meets the specific needs identified. If you would like to be a part of this review please email foundation.members@mkhospital.nhs.uk.

We recognise that older people are often particularly vulnerable and require more specialised emotional, as well as healthcare support. We know that doctors and nurses across all fields must work together to provide the services that meet the needs of older patients. Some of the initiatives already underway to deliver quality care to older people at Milton Keynes Hospital include:

1. A simple “red tray” scheme, which has been developed on the wards to identify patients with feeding difficulties so they can be helped at meal times. The Red Tray project ensures patients coming into hospital who have been identified as ‘nutritionally at risk’ receive extra help. Volunteer Mealtime Assistants have been recruited to assist patients with eating and drinking.

2. The Falls Prevention Group devised an innovative wristband scheme to reduce the number of patient falls. Any patient identified as ‘at risk of falling’ through a nurse-led assessment is issued with a yellow wristband to act as a visible alert.

3. To improve comfort, all older style beds were recently replaced with cutting-edge profiling beds and new pressure relieving equipment. A more extensive range of pressure relieving therapy mattresses, cushions and seating provide increased comfort for patients and help to prevent pressure ulcers developing.

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