"care for teenagers on the paediatric unit"

About: Wexham Park Hospital

my teenager was admitted to paeds over New Year with a severe headache. I was referred to only as Mum by a senior member of staff even on the phone, shows no consideration was shown to find out my name. Most 'Mums' don't lose their identity when they give birth! The food was terrible, everything with chips or covered in a thick layer of grease. No healthy food, they were unable to cater for special dietary needs like Wheat free. The ward was extremely noisy and they insisted on my child being near the nurses station where the nurses were shouting down the ward to each other and talking in very loud voices all night. They said there were no side rooms available but there was a whole side ward empty and two teenagers in with severe headaches both on the noisiest part of the ward! They kept asking my child if they were stressed and they were repeatedly told 'no' in fact in one conversation the consultant asked eight times! There needs to be separate facilities for teenagers, they shouldn't be next to screaming babies and treated like two year olds. They aren't old enough to be on an adult ward but they are too old for a baby ward! Very disappointed with the service.

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Responses

Response from Wexham Park Hospital

Thank you for taking the time to leave your feedback on your experience over New Year with your teenager. I am sorry that your experience was poor and I have shared your review with the Matron for Paediatrics.

She has provided me with the information below in order to respond to you.

We respect all individuals and it is very common for a parent to be referred to as Mum or Dad by the nursing and medical staff unless they ask to be known by another name, in no way would we have wanted to cause any offence.

I am sorry we didn't get this right for you.

Some older children, including teenagers are nursed in Bay areas due to their clincial need and we aim to nurse children in the most appropriate setting based on their age and also their clinical condition.

The Matron will raise the issues about noise and shouting down the ward at each other with the staff as this is unacceptable behaviour.

She hasn't received any feedback on this previously so I hope this was an isolated occurence, for which I apologise.

The ward staff keep a small store of wheat free food and if a child or teenager requires a "special diet " this can be ordered through the kitchens. I'm sorry this was not highlighted to you during your stay.

Your review will be shared with the whole team for learning.

We always welcome feedback at the time of a patient's stay so we can try to resolve any issues quickly.

I'm sorry if you didn't feel you could raise your concerns at the time.

Kind Regards

Claire Marshall

Head of Patient Experience

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