"Poor overall service on C25"

About: New Cross Hospital / Nephrology

My elderly mum was a patient here for just over 2 weeks. I was disappointed for these reasons: lack of information for patients' relatives/carers - you have to chase for information constantly; staff ignore you when you come to the main desk on the ward to ask for answers to questions; when you manage to pin a member of staff down they appear to not know very much about the patient in question; staff often claim not to have the answer to your question because they were 'not on duty'; my mum was left overnight in a urine-soaked bed because no came to check on her (the reason given was that there are only 2 night staff to see to an entire ward); mum was in a single room with a buzzer that only worked occasionally; as well as staff within departments clearly not communicating with each other, staff across departments don't communicate with each other either ( 2 different physiotherapists came to see mum and gave different, contradictory information). My impression is of a staff that doesn't act professionally, or look professional - what has happened to standards in training? I saw staff standing around at visiting times doing nothing, staff using mobile phones on duty, chewing gum while checking blood pressure etc, staff with tongue-studs (unhygienic!) and with visible tattoos - this does not inspire confidence and looks very unprofessional. I had an impression of a staff that did the basics (not all of course) but showed no real care or compassion - surely this is why people go into this profession!

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Responses

Response from New Cross Hospital

Thank you for taking the time to post your comments relating to your mother's patient experience on Ward C25.

I am sorry for any distress that this matter has caused.

To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further.

Kindest regards

Alison Dowling

Head of Patient Experience and Public Involvement

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