"Patient respect"

About: Whipps Cross University Hospital

I have recently taken my 89 year old mother in law to A and E three times in three weeks following a seizure and a week later after a fall. 1. My mother-in law, myself and my wife have been very impressed by the caring and friendly approach of the nurses and doctors. One member of staff stood out as someone who relates really well to patients. The two nurse practitioners who dealt with her fractured wrist were also very charming and professional in understanding the needs of elderly patients. 3. My mother in law is very articulate but has acute memory loss due to dementia Because of her confusion the first cast fitted was seen as a" foreign body" and she ripped it off the same evening. I think the A and E staff did not see this as a danger because she did not fit the stereotype of the dementia patient and they did not warn us that this might happen 2. We explained to the major incidents team that we thought that initial seizure was a withdrawal symptom as she had stopped zopiclone two days before.The fact that this was not taken seriously is why all ratings above are five star apart from "involvement in decisions". She was tested thoroughly and sent away with an all clear and it took a further three weeks to get someone to confirm our view and restart zopiclone. In the mean time she had a a fall and the NHS has had to deal with a further unnecessary burden that might have been avoided. 3. I think A and E need a patients forum to tackle this issue of staff listening to patients. I'm happy to volunteer. Having worked in the public services myself am aware of the huge pressures all NHS staff are under given the acute underfunding and heavy scrutiny from inspectors that you have to deal with . It is amazing that you all deal so cheerfully with patients in the face of this pressure. Thank you.

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Response from Whipps Cross University Hospital

Firstly, thank you for sharing your experience with us. We use all patient, family and friends feedback to make improvements to our services and to the care we provide. We also use good feedback to recognise where we are doing well. We have passed your comments over to the A&E Department for all staff involved with your mother-in-laws care to see. Should you wish to discuss these incidents in more detail please do contact us. You can find more information on how to provide direct feedback through our website here http://www.bartshealth.nhs.uk/get-involved/provide-a-compliment,-comment-or-concern/ You mention that you may be interested in becoming more involved in giving patient feedback. You can find more information, including contact details, on our website about how you can get involved here: http://www.bartshealth.nhs.uk/get-involved/join-our-patient-panels/ Hopefully you will find all the information you need to help us make a difference in improving patient care and patient experience. Wishing you all the best Barts Health NHS Trust

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