"Emergency admission into hospital via A&E / ..."

About: Royal Blackburn Hospital

My Mum 93yrs was taken by non emergency ambulance to A&E early pm.

Pleased ambulance arrived within 2 hrs.

Spent 4/5hrs in A&E.

Throughout all staff communicated effectively, explaining their role, what they were going to do and importantly what would happen next.

Clearly we were in a system and being processed but at no time did I feel lost in the system.

Staff were friendly, kind and supportive.

Tea provided and assistance with toileting as needed.

Mum transferred to an assessment unit, again staff communicated effectively.

Left hospital with no concerns about Mum's care.

Mum transferred to a ward the following day.

Ward environment pleasant, staff friendly and supportive.

Mum remained on the ward for 2.5 wks.

I was allowed to spend time on the ward to encourage fluid and nutritional intake, a stressful task.

Whilst my mother was on the ward I became increasingly concerned about her basic care.

The issues were as follows.

1.

At time of admission Mum had a mouth infection, staff advised of this.

I was assured medication would be provided and that I did not need to bring medication from home.

It took approximately 5 days for the medication to be provided.

An unwelcome delay given exisitng difficulties relating to nutrition and fluid intake.

2.

Mum developed acute neck pain towards the end of her stay.

This was promptly and sympathetically responded to, but prescribed pain relief was not provided for 3/4 days despite my asking on a daily basis.

A prescription had been written, I was informed staff had to contact pharmacy to request the medication..

At the time the pain impacted on Mums mobility and fluid and nutritional intake.

3.

On admission staff were informed that at home my mother used a barrier cream, provided by DN.

I was told this would be provided.

My mothers skin became red and sore, a fact recorded daily.

Concern expressed regularly, cream provided towards the end of her stay, I was asked to apply the cream.

I was also asked if her skin had actually broken.

Following discharge a nurse confirmed her skin had broken.

4.

A lack of mobility and movement meant my mother was identified as needing a daily injection to minimise risk of clotting.

Therefore I was concerned that pressure area care was not provided.

A nurse thought that a pressure cushion was only given if someone had a sore.

Another member of the MDT stated the pressure cushions slipped off the chairs.

5.

Micropore used on Mums arm was torn by nurse using her teeth.

6.

A member of staff giving assistance ignored request to use toilet, resulting in urine being passed on to floor.

Towards end of stay I felt staff thought I did not realise they had other patients to attend to.

This was not the case.

Mum's problems were probably not clinically challenging but she was a dependant patient and needed basic care.

Time spent providing basic care to maintain personal hygiene prevents other problems, maintains dignity and self esteem.

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Responses

Response from Royal Blackburn Hospital

Thank you for your feedback regarding your mother’s admission to Royal Blackburn Hospital and thank-you for taking the time to do so.

It is pleasing to read your comments about the care and treatment provided in the Emergency Department and Assessment Unit, and your comments will be passed to the teams.

However, we are sorry that you have concerns about her stay on the ward.

We are keen to ensure your comments about the ward are brought to the attention of the appropriate team and investigated.

It would be appreciated if you could contact me to clarify the ward concerned and provide further information.

You can contact me (Melissa Almond) on 01254 734087 or email me on Melissa.almond@elht.nhs.uk

Many thanks again for commenting

Melissa Almond, Patient Experience Facilitator

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