"Poor Communication and Care"

My elderly aunt was transferred to Ward 65 at The QEUH in late 2016  for a procedure. I will say that I found most of the nursing staff to be friendly & approachable, however...

My concerns were first raised when we were given a ward information leaflet with another patients details on the back including name & procedure.

Following my aunt's procedure I found communication poor from staff. On at least 2 occasions I asked for an update, the nurse said she would come & see me but she then went home.

During 2 weeks of daily visiting I never once saw my Aunt out of bed although she was able to do so.

I would have thought prolonged periods lying in bed from early evening to morning would not have aided her recovery.

Her hearing aid was lost on 2 occasions. She was either in bed or accompanied when out of bed so I'm not sure how it was lost. For a lady already experiencing communication problems this concerned me greatly.

I also experienced her trying to communicate with a nurse to be told your niece is in now. She actually wanted to speak to the nurse, who then rushed her through various questions re pain, the toilet, without giving her adequate time to answer.

My aunt was frequently without her buzzer. It was placed out of her reach on the electrical trunking. On querying this I was told, "she wouldn't know how to work it".

I was concerned re my Aunts weight loss & noted that her weight had been recorded on a Wednesday. The notes suggested this would be followed up one week later. I asked about her weight the following week, worried, to be told that everyone was to be weighed at the weekend, otherwise they wouldn't be able to keep track. So much for personalised care.

Lastly I was told she had been unsettled at night & calling out. The nurse questioned if she was from a nursing home & stated maybe that's just her personality. No, it's a result of her recent brain injury.

My Aunt was an independent, mobile, chatty lady prior to her brain injury. I expected more patience, compassion & care to be given. I'm really sad & angry re the above episode of care.