"The medical needs were adequately ..."

About: Leicester General Hospital

(as a relative),

What I liked

The medical needs were adequately met. But her emotional well being was not.

What could be improved

The Nurses treated my Mother roughly at times and did not give the emotional care she needed. At no times did they hold her hand and talk to her clearly as she is deaf. Many nurses did not speak english clearly and were not understood by my Mother. This worried her as she had had a stroke and needed good kind communication. She was not always clean as I saw feces on her catheter. They did not treat her gently when changing her or putting her to bed. her water jug was sometimes filled but she was unable to fill her beaker and therefore didn't drink enough. The call button was constanly placed back on the wall mount where she could get to it and when she had access to it, they did not answer her calls during the night. All this caused great anxiety for her and it shouldn't have happened.

Anything else?

When she was moved to the Leicester Royal Infirmary, everything changed. The Nurses held her hand and talked to her with dignity and kindness. She was clean and felt safe.

Story from NHS Choices

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Responses

Response from Leicester General Hospital

Thank you for taking the time to leave your comments about your experience at Leicester General and Royal Infirmary. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. We have since updated our process of responding to reviews posted on NHS Choices and are now committed to making sure we respond to comments within 21 days of the date they are posted. If you would still like you comment or concern to be investigated, please contact PILS on 08081 788337 or online at www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/. If you have any other specific questions or comments, please feel free to contact us on communications@uhl-tr.nhs.uk. Thank you Communications Team Leicester’s Hospitals

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