"feedback on my stay at Forth Valley Royal Larbert"

About: Forth Valley Royal Hospital / Cardiology

(as the patient),

I recently had a stay in AAU the nurses were excellent but were run off their feet they never stopped on one of the shifts there was 2 nurses to look after 36 people. I am afraid there were a couple of instances I came across not directly concerning me but thought you might like to know about. On one occasion I informed two nurses an elderly patient required the toilet but they were so busy the lady ended up wetting herself. The next day when I went to use the usual toilet there was a sample bowl in it so I went to use the one the elderly lady from the day before had been in and the floor still had a puddle on it and the toilet wasn't flushed it hadn't been cleaned from the day before. I had to ask the nurse to make one of the toilets accessible. Another thing I noticed was food being put down to the elderly and them not being given assistance to eat if required. On one occasion a doctor tried to be helpful and gave a lady her breakfast but it had been lying for at least an hour one of the nurses said she would get the lady fresh tea and toast, another I had to take the lid off the food for as she didn't know how and just sat staring at it. There were two elderly patients on the ward that kept trying to get out of bed but the nurses were so busy myself and at least two other patients tried talking to them and putting them back under the covers when we ourselves were there to be looked after. As I previously stated the nurses did their best and I have nothing but praise for them they did the best they could considering the amount of work they had to do.

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Responses

Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

Dear Heartlady

Thank you for taking the time to get in touch. I was so sorry to hear that there were a few issues that you observed during your stay in AAU. As the senior Charge nurse in this area I am upset and disappointed to hear of your observations. I have taken the opportunity of sharing your posting with my team, who were also saddened as this is never the level of care we aspire to deliver.

We have daily safety meetings with the staff and I will continue to use your feedback as a learning opportunity, and as a way of reminding staff about the expected standards of care.

I hope this offers you some reassurance that your feedback is welcomed and will be used to influence care.

I would like to provide some reassurance that support staff were available, working with qualified staff to care for patients.

I will be monitoring this on a daily basis, it is not acceptable that patients basic care needs are not being attended to.

AAU is a busy ward and the staff work hard to provide a high standard of Person Centred Care, unfortunately we did not achieve this during your stay, I am sorry that your experience was not a more positive one.

I hope that our response has gone some way to giving you the reassurance that the care that you observed whilst in hospital is not normal practice.

It is not always easy to leave feedback, especially when it is to raise concerns, please be assured that we welcome all feedback, otherwise how do we know we are providing the best possible care we can without feedback.

I would to thank you for taking the time to raise your concerns, and I hope that you are recovering well, and wish you all the very best.

Kind regards Senior Charge Nurseb Pringle

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