"Mums Stay"

About: West Heath Hospital

My Mum was admitted from the QE after a fall suffering a bleed of the brain and fracture of the clavicle following emergency heart surgery. As a family we were assured the care given would be more suitable. Upon arrival mum was admitted quickly from thereon in the level of care was poor. Points to note: Nurse call button in Mums' room tapped over several times at the wall to stop the buzzer being used (A care assistant told me it had been like that for a while, they tape it up because the buzzer goes off on it's own and it's a long way for them to walk for no reason). A bed audit left Mum sitting in the corridor for considerable time whilst she was in considerable pain. the bed was made at visiting time when staff were asked to by us. Thereafter, bed left at a height that was too difficult to get into. Nursing staff didn't appear know Mums' conditions, thought her confusion was normal even though It stated in notes confusion due to fall . One nurse asked me three times in one conversation who I was asking about! Medication details were also sketchy for staff and asked me what meds she should be having. Compression socks were removed, staff didn't read notes which stated they were required. Mum was told she was being discharged, her belongings packed and left on the bed. They had in fact got the wrong patient - it was the patient in the next room. Mum found this very distressing as she hated being in there and couldn't wait to get home. There are a number of other reasons why I would not recommend this hospital to anyone. Please be vigilant if you have a love one admitted.

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Responses

Response from West Heath Hospital

I am very sorry to read of your / your Mother's disappointing experience, and have sent this to the team leaders, Matron and Senior Managers for West Heath Hospital. I would urge you to ask to speak to Matron and / or the Team Leader for the ward, to ensure these concerns are addressed immediately. I have asked team leaders to keep me informed of action taken as a result of your feedback. If you prefer, you are welcome to contact me in the first instance, and I will facilitate improvements required. I can be contacted by email on alison.last@bhamcommunity.nhs.uk or phone 0121 466 7128 Thank you for taking time to log your feedback and I apologise again that the care has fallen below the standards expected. Alison Last Associate Director of Patient Experience Bham Community Healthcare NHS Trust

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