"My 11 years old grandson was treated ..."

About: North Tyneside General Hospital

(as a relative),

What I liked

My 11 years old grandson was treated for appendicitis on Ward 10.

There are some very positive aspects to my grandson's stay in hospital;

the domestic staff worked very hard and the ward was very clean, auxillary staff were caring and sensitive to his needs, the night staff were caring, efficient and kind, and the named nurse's care and professionalism was outstanding.

What could be improved

I have two main areas of concern, the first is that the day staff had to be asked several times for pain relieving medication. On one occasion it took three verbal requests before the medication was administered. My grandson suffered over an hour and a half of unnecessary pain because of this delay. I went to the nurses' station to request pain relief for my grandson and was ignored for a whole two minutes (I timed this) while staff, including sister continued with their conversations.

My second area of concern was that the ward sisters did not take the time to look in on my grandson nor to introduce themselves to his mother.

Anything else?

My daughter (the mother of the child in question) is herself an RGN and so understands how arduous nursing can be, but she agrees with me that there could be a more holistic approach to patients and their relatives. Please understand that although children's illness and hospitalisation is an everyday thing for nursing staff, it is a frightening and emotional time for patients and parents- a little empathy would not go astray.

Finally, please note I have discussed my concerns with my grandson's nurse. I have no complaints whatsoever about this nurse's excellent care.

Story from NHS Choices

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Responses

Response from North Tyneside General Hospital

Thank you for your recent comments posted on the NHCT website regarding the care your grandson received on Ward 10. I am sorry to hear that your grandson had to wait for his pain relief and the staff did not acknowledge you when you went to the nurses station. It is very important pain relief is administered as quickly as possible and this is one of the areas we monitor as part of our quality standards. Through your comments and observations we have used this as a reminder to all staff of the importance of good communication and observation. I was pleased to learn that you were able to discuss your concerns with a member of staff and that you were pleased with other aspects of your grandson's care.

Your comments are greatly appreciated and will help us improve the service further. Thank you for taking the time to write.

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