"Most of the Friarage is truly ..."

About: Friarage Hospital Site

(as the patient),

What I liked

Most of the Friarage is truly five star and that includes the Casualty treatment my old friend recieved when she broke her arm and the treatment my husband recieved as an in patient earlier.

What could be improved

The Rehabilitation Unit, Rutson Ward has fallen below comment so I can only describe the treatment an old very deaf, partially sighted friend has had to bear. She agreed with her own GP to take a Fast Track bed there to go "somewhere she could be looked after and have all her meals provided while her arm was in plaster." It has been a trial for her. She cannot be taken to the toilet 2 hrly "because we don't have enough staff for that". The sign on the toilet door is so high she cannot see it with a bent spine. She is wobbly and tries to get out of the nurses way when they whoosh past her so gave up trying to get to the toilet for fear of falling. She isn't given a bell to ring (nobody seems to have one) She was NOT incontinent at home but now she is. Every time I visit her I have to get her to the toilet and change her myself. It is so terrible for her she has gone into a sort of denial! I asked a nurse if she could have her nails cleaned and cut, "we can't do that" and I was given the ward stationary scissors to do it myself. Apart from being far too big to make the job easy there was faecal matter under her nails so they were fortunate I thought to wash the scissors in alchohol before I returned them to the nurse who put them straight back in the pencil pot on the desk. Her deaf aids are constantly left overnight in the "on" position so she can't hear next time they are put back in and when she takes them out for that reason she is called uncooperative. A nurse came to take her bloodpressure whe I was sitting with her and had obviously forgotten she was deaf as she grabbed an arm before the poor thing knew what was happening and was sticking the temperature recorder in her ear as I said "she doesn't hear well but lip reads", too late the lass put her head down to the now jumpy old lady who turned towards her just as the nurse turned their head to call out the reading to a collegue and smacked my friend full in the face with their long ponytail. no more space.

Anything else?

The Rutson Unit would benefit from more compassionate staff trained to deal with old people. I am not the only one to see this falls short of the NHS Constitution, in my opinion it lets the Friarage down extremely badly.

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Responses

Response from Friarage Hospital Site

I am extremely sorry to read about the care experienced by your friend at the Rehabilitation Unit on the Rutson Ward.

Although the Rutson ward is based at the Friarage Hospital, this service is provided by North Yorkshire and York Primary Care (NYYPCT) Trust. However, I have passed your comments to the Patient Advice and Liaison Service (PALS) provided by NYYPCT as it is imperative they are made aware of your observations and experiences. I would also encourage you to contact the NYYPCT PALS service to discuss this further on 0800 06 88 000.

The Trust aims to ensure all patients attending the hospital receive the highest quality of care possible and we are committed to working with the Primary Care Trust to make this possible.

Kind Regards

Ms Rachel Gaffney

HEAD OF PATIENT RELATIONS

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