"Good and bad care: my father's experience in the EDU"

About: Wexham Park Hospital / Accident and emergency

(as a carer),

My 94 year old father was admitted to the EDU at approximately 3 am following a fall in his home. As soon as I heard the news I went to Wexham Park Hospital and arrived at approximately 9:45 am.

On being informed that my father was in room 10 immediately opposite the information desk I entered to find him in great distress. He was lying in a bed saturated in urine with his penis exposed. He was crying and loudly shouting, 'Help me, please help me! ' later on he told me that he had been shouting for help for 'a very long time and no one came. ' My father cannot sit up unaided and was unable to use the urine bottle provided.

I immediately reported my father's situation to the nurse on duty and was told that this particular oversight was due to the change over of staff. This is not a good enough excuse and the procedure requires an immediate policy review as it demonstrates exceedingly poor practice. My complaint was instantly dealt with, my father calmed down and even began to share jokes with personnel who came to help his aid.

When the NHS works well it is can be very good. The following personnel should be complimented for their prompt action, caring, respectful, compassionate attitude and professional expertise:

-Nikki Stewart - a lovely young woman who is going to make an excellent nurse

-Minoeska Teeuwen - a skilled and supportive occupational therapist

-Ligita Svagzalte - a supportive and articulate young staff nurse

- Vismarree - calm, caring and kind

-Mr Litchfield - A&E consultant - a man who doesn't waste time, acts promptly and provides concise, clear diagnoses and advice. A man who inspires confidence.

These people work under immense pressure in a system which is far from perfect. During the day I witnessed examples of poor, sloppy nursing practice, but, I also witnessed practitioners who deserve recognition and thanks.

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Responses

Response from Claire Marshall, Head of Patient Involvement, Frimley Health NHS Foundation Trust

picture of Claire Marshall

Dear Valeria

Thank you for taking the time to leave your feedback. I am sorry that you and your father had this experience. I have forwarded your review to the Head of Nursing for Emergency Medicine and will get back to you with a response as soon as possible.

I am pleased to read that there were staff members who displayed the attitude and behaviours that we expect at Frimley Health and will pass on your comments to them directly.

Kind Regards

Claire

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Update posted by Valeria (a carer)

Thank for your response, Claire. I often wonder if opinions/complaints are dealt with appropriately. It would be gratifying to think that my contribution could make a difference and instigate a policy review which would improve practice and nursing in the EDDU.

The first class occupational therapist who cared for my father in June referred him to an appropriate clinic at St Mark's hospital. We now have an appointment for my father in July. This demonstrates joined up thinking. A quick and speedy response to the needs of an elderly gentleman.

Kind Regards,

Valeria

Update posted by Valeria (a carer)

Following the extremely distressing experience in June this year when my father, spent time in the Emergency Decision Dept Unit (EDDU) at Wexham Park Hospital I made a complaint on this site. Subsequently, Rebecca from the Frimley Trust and Kelly, Senior Ward Sister, made contact with me via email and telephone.

Yesterday, I met Kelly and Faith, Senior Sister responsible for the Accident and Emergency Dept. No excuses were made for the poor and sloppy treatment my father received. Instead I was met by two professional women who acknowledged the errors made by nursing staff in the care of my father. In addition, they admitted that there were serious weaknesses evident in the organisation of the EDDU on the day of my father's experience.

Kelly and Faith went on to outline how they are reviewing systems and procedures in order to implement significant improvements in policy and practice. These changes should improve the nursing care of all the vulnerable patients in the EDDU.

I have been assured that my liaison with Kelly will continue as appropriate and I look forward to hearing positive news about the implementation of improvements to policy and practice in the EDDU of Wexham Park Hospital.

As far as I am concerned the meeting had positive outcomes and I know that my complaint was acknowledged and dealt with.

Response from Claire Marshall, Head of Patient Involvement, Frimley Health NHS Foundation Trust We are preparing to make a change

picture of Claire Marshall

Dear Valeria

Thank you for meeting with the team yesterday, and for sharing your experience. I am sorry we didn't get it right for your Dad, and for the distress caused. I am pleased to read that you felt the meeting was a positive outcome and we have dealt with your complaint.

It is always essential we listen and learn to ensure we make changes for the better for our patients.

Thanks again

Claire

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Update posted by Valeria (a carer)

Thank you Claire. I'm sorry if I referred to you as 'Rebecca' in my previous correspondence. Kelly mentioned a 'Rebecca' and I assumed it was the person from The Frimley Trust who had liaised with me.

From my point of view the meeting with Kelly and Faith was worthwhile and I 'm looking forward to further updates on improvements and progress.

Kind regards,

Valeria