"Being Ignored"

About: Northumbria Specialist Emergency Care Hospital

mum had a fall at home, looked very likely she had broken her arm but had complained of feeling dizzy as stroke was in her medical history rang for ambulance. when we arrived we were left in a corner for 2.30 hrs with no triage from staff, no pain killers offered. I complained 4 times and was told they had lost her notes even though they hadn't seen her so still left to sit to listen to the 5 receptionists around the desk talking about their holidays and how much fat was in a chocolate bar they were eating. When they eventually got to mum she was admitted, no information given to me reference what checks they were doing and what was the reason for this 81 year old lady had fallen who also had dementia. totally messed about when it came to picking her up and than when I found her she was not dressed and wearing no underwear which was brought in by me and she had asked for a ladies pad but they said they had none so was left sitting with no underwear on in her nighty not been washed or hair brushed and stinking of urine. Discharge letter gave no clue as to what had happened shocking treatment of my mum and they kept feeding her omelette and mum cant eat eggs due to migraine so mum thank god didn't eat but snacked on the things I had brought in for her . No wonder RVI is so busy as I would not recommend this hospital to anyone. This is my mum who deserves to be treated as a human being. I will take this further and anyone reading this please learn from these basic mistakes

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Responses

Response from Northumbria Specialist Emergency Care Hospital

Dear Sir/Madam,

I am deeply saddened and concerned to read your review, there is nothing in the care that you describe that is acceptable. You will understand why it is so important to us to find out more about what exactly happened and which ward your mother was on to enable you to report such shortfalls in care. Unfortunately your post is anonymous and as such we are prevented from following this up in a way that we would like.

With your mothers permission I would like to look into this immediately, please could you email me her details privately? This will allow me to speak to the staff involved in her care. My email address is Annie.Laverty@nhct.nhs.uk.

Please extend my sincere apologies to your mum. I hope to hear from you soon so I can address all of the concerns you have raised as soon as possible.

Kind regards,

Annie

Annie Laverty – Director of Patient Experience