"Elderly care ward E52"

About: Sunderland Royal Hospital

My Grandma had a long stay on this ward and we have mixed reviews. We did contact pals due to lack of communication from staff towards us as the family. Towards the end of her stay, 2 members of staff we were really unhappy with....one seemed to make our job as her family much harder and fought against us with difficult decisions we had to make for my Grandmas safety. They went against us as a family and said things to my Grandma that shouldn't have been said which on numerous occasions left my Grandma extremely distressed. Another member of staff was unfriendly and uncooperative and again, seemed to make things more difficult for us. It felt like they were unwilling to help and in the end, we gave up asking about my Grandma if they were on duty. Definitely NOT the attitude members of staff should have. The social worker requested we got a member of staff to witness something and when staff were asked, they refused.

On a brighter note....ward sister was lovely. They always greeted us with a smile and took the time to explain how my Grandma was and any changes to her condition. They also supported our decision and made us feel better by saying we had made the best decision for my Grandma. Thankyou. Also, to the staff nurse who was friendly and happy to help and also supported us and the student nurse who had a lovely manner and we did comment on this. They had a lovely personality and really made us and my Grandma feel at ease. This is the attitude all members of staff should be. Thankyou to these 3 staff members who did make my Grandmas stay in hospital more bearable.

Story from NHS Choices

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Responses

Response from Sunderland Royal Hospital

Thank you for taking the time to post your experience of our hospital services on our NHS Choices website. We are truly sorry the standard of communication and attitude of some members of staff were not of the standard we expect during your grandmother's stay.

We pride ourselves on the high quality of care delivered by our staff and are disappointed that this was not the case in your situation.

We will bring your experience to the attention of the relevant staff in order that they can reflect on your comments and learn from them, however should you wish the issues to be formally investigated please contact the Help and Advice team using the details below.

Email: helpandadviceservice@chsft.nhs.uk

Telephone: 0191 569 9855 or freephone 08005876513

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