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Reflections on visiting my great aunt

Posted By Sarah2

"Reflections on visiting my great aunt"

About: Rotherham Hospital / Older people's healthcare

(as a relative),

I recently visited my (completely wonderful) great aunt whilst she was in Rotherham hospital. She was in ward A2, having been moved from a private room.

On the visit, I found the ward clean and pleasant. Even though it was visiting time the ward did not seem noisy or disorganised but I had a few reflections/concerns:

My great aunt is blind (and currently very frail), she was unable to see that she had water on her table and even if she could, this was out of reach and she would need help to sit up to drink. She was thirsty when we arrived and as she has been coughing, she really welcomed a drink. I did not see anywhere on her board that it was noted that she could not see and I am worried that she was not getting the extra support she needed to stay hydrated.

This leads me to my next point; her call bell was underneath her blankets so she could not find it and was too frail to lift the covers and feel around for it. I had to find the button by following the cable from the wall and hand it to her. There were lots of buttons on the device with images on so I had to but her hand on the right button to press for attention, as she could not look to see the right button. I hope the button is not hidden (accidentally) again and that she can remember/find the right button, should she need it. Is it part of the ward practice to make sure blind patients are familiar with their environment?

She told me the staff do not hear her when she asks for help. Her voice is very weak and she cannot see when there is anyone in her bay to even get the attention of. I feel like this makes her more vulnerable than a patient who can see the call bell, or be heard. I would expect people to be routinely checking on her and offering her a drink. She is far too polite to impose on people so I would want someone to be checking in with her regularly. Of course, staff might be, but she was very thirsty when we arrived and I am worried about her becoming dehydrated. Just drinking the water soothed her thought and made her more comfortable.

I am keen for some reassurance from Rotherham NHS foundation Trust about what their policy is for dealing with vulnerable patients like my aunt? Visiting hours are fairly limited on the ward, this is not a complaint as I am sure it helps minimise disruption, but relatives need to be confident their family member’s needs are being met and some of this (showing her the call bell button etc) seems very much like common sense.

(n.b this was from the start of her time in hospital. She has now been discharged, I have waited until now to share my comments)

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Responses

Response from Samantha Robinson, Head of Patient Experience, The Rotherham NHS Foundation Trust 7 years ago
We have made a change
Samantha Robinson
Head of Patient Experience,
The Rotherham NHS Foundation Trust

Submitted on 13/02/2017 at 11:55
Published on Care Opinion at 11:57

Dear Sarah2

Hello my name is Samantha, I am really sorry that it has been necessary for you to raise your concerns with regard to your great aunt’s recent stay on Ward A2. I also note that you have waited until your great aunt has been discharged before sharing them.

I would like to look into the issues raised in more detail, in order for me to do this please contact my Patient Experience Team on 01709 424461 to discuss your concerns in confidence as I note that you do not wish to make a complaint.

With regard to your questions in relation to Ward practice and Trust policy and I have also shared your feedback with the responsible Head of Nursing and Matron in order to provide assurance.

With best wishes.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Sarah2 (a relative)

Hi Samantha

Thank you for sharing my comments with the Head of Nursing and the Matron. I am not sure I can say anymore than I already have so will not call you, but thank you for the offer. I just wanted to let you know what I thought was good and what I thought could be looked at.

If you do have any more information on how the trust works to support blind people I would be keen to see this and maybe it could be added as a response on here?

Thank you again for your reply.

Sarah

Response from Samantha Robinson, Head of Patient Experience, The Rotherham NHS Foundation Trust 7 years ago
We have made a change
Samantha Robinson
Head of Patient Experience,
The Rotherham NHS Foundation Trust

Submitted on 07/04/2017 at 11:54
Published on Care Opinion at 14:42

Hello Sarah

Further to my previous posting I have received an update from the Ward Matron with regard to your questions who has explained that there is an Eye Clinic Liaison Officer who staff can refer patients to if the have any concerns for patients who are blind or have visual difficulties and that patients are also able to self-refer to the service.

To ensure that patients and colleagues are aware of the service RNIB have developed poster and leaflets to promote the service. These are currently in the process of being distributed across the Trust.

Any visual difficulties can be identified above the patient’s bed to ensure staff are aware of the patient’s needs. This will also be recorded on the Nursing care record to ensure the appropriate arrangements are in place for example: placing the patient buzzer near to the patient, explaining its position and that they are able to use the buzzer.

To ensure patients are receiving a safe, high quality of service, that their care is well led and responsive to their individual needs Ward Managers complete assurance checks periodically throughout the week of a random selection of patients to assure Matrons that patient care is responsive that meets the identified needs of patient.

As a result of your feedback the Liaison Officer is also planning to undertake bespoke visual awareness training sessions for nursing staff across the medical division and throughout the Trust.

I hope this is helpful and thank you once again we are grateful for your feedback.

Best wishes

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Sarah2 (a relative)

Hi Samantha,

Thank you for you update. I am so pleased to hear that there is this service in place and that material is going out to make staff more aware of it. I know there is 101 things to remember, so hopefully this will make things easier for staff.

I am also really touched to hear that as a result of my feedback there are some visual awareness training sessions planned. Today was the day of my great aunty's funeral, she passed away after leaving hospital, so receiving your response today has brought me some sadness but also a smile. I am sure my aunty would have been impressed. She was such a kind-hearted woman and I think she would be happy to know she contributed to making things a bit better for everyone.

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