"Monklands Ward 20"

About: Monklands District General Hospital / Care of the Elderly

(as a relative),

I was visiting my Gran, who was in ward 20 at Monklands Hospital, and I couldn't believe the lack of care and unprofessionalism that I personally feel I witnessed.

Firstly my gran who has limited mobility needed the toilet she pressed the buzzer and 2 nurses sat at the station opposite her room and ignored the buzzer. Eventually a pleasant student came in but then had to go find a nurse by this time its too late my gran has wet herself. Now I would have understood if all the nurses were stretched and extremely busy but they weren't. Yes my gran is elderly but it doesn't mean she should not be allowed to keep her dignity.

My Gran then proceeds to tell us that she has a sore throat and that her mouth is also sore, through conversation it came to light that her teeth had not been cleaned in a week. Again due to my Gran's mobility this is something she cannot get out of bed and do, she may not even think to say to the nurses, I would expect the nurses to ask my gran especially as the family have left a dish and tablets to clean her teeth next to her bed.

I decided to go and ask the nurses about my Gran's teeth and if they would mind putting them in the dish overnight. I approached the desk and 2 nurses were looking at the computer so as I assumed they were working I decided to politely wait until they were finished. To my astonishment they were looking at accomodation one of them had stayed in on holiday, and were then discussing all sorts of things about the holiday - while this went on I am standing right at the desk and a buzzer is going from another room opposite them, again being ignored. They finished their conversation and a nurse turned to me saying do you want to ask about someone? 

To say I was astonished is an understatement and leads me to think if this is the behaviour displayed in front of relatives how are these vulnerable people being treated when nobody is there to see what is happening?

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Responses

Response from Ruth Thompson, Chief of Nursing Services, Monklands Hospital, NHS Lanarkshire

picture of Ruth Thompson

Dear Grandaughter

Thank you for taking the time to post both you and your Gran's experience of care whilst in ward 20. I am very disappointed to read your posting and would like to assure you, as the Chief Nurse this is not the level of care we aspire to at Monklands Hospital.

All patients regardless of age should be treated with dignity, respect & compassion, and I would expect my staff to always acknowledge a family member whilst they undertake work on the computer, stopping to deal with your concerns at the most appropriate time. Please accept my apologies that this was your experience.

I would be grateful if you would take the time to contact Melanie McLean our Patient Affairs Manager on 01236 713065, in order that we can arrange a meeting with yourself.

Kind regards

Ruth

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Response from Eileen Clarke, Senior Nurse, Care of the Elderly, Monklands Hospital

picture of Eileen Clarke

Dear Grandaughter

Thank you for taking the time to post your experience on Patient Opinion.

I am extremely dissapointed to read your post and can assure you that this is not the provision of care I would expect. All patients should be treated with dignity and respect and this includes family members and I apologise if this was not the case. I have already discussed your comments with the ward and would welcome the opportunity to discuss your concerns on the telephone or in person.

If you would agree to this, please contact Melanie McLean, Patient Affairs Manager on 01236 713065 who will arrange for me to contact you.

Once again please accept my sincere apologies.

Kind regards

Eileen

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