"Ward 8A - Problems with levels of..."

About: Lister Hospital

What could be improved

Ward 8A - Problems with levels of patient care. I regulary visit a family friend in Ward 8A. I had been asked to drop something in recently and was shocked to observe the treatment of an elderly female patient. With a raised voice, a Sister was telling her 'to look at me when I am talking to you!' The Sister then grabbed the patients chart and stomped off. She talked and laughed about the patient to other staff in earshot of everyone.

On a different occasion, a male patient had beome agitated after expressing concerns about the care he was receiving. He started shouting and I was horrified to see the nurse shouting back at him, she continued shouting as she walked away and while completing tasks away from his bedside, escalating the situation.

Some of the day nurses would benefit from putting themselves in their patient's shoes and exercising a little more restraint , patience and professionalism. When any issues are raised the standard response is a defensive one - 'we are really busy you know' or similar.

Patients are told off when they buzz for nurses too often and equally are told off if they haven't buzzed and things go wrong. People asked to see PALS for support, and nurses fobbed them off and did not contact PALS as requested.

Any patients who expressed dissatisfaction, were treated with contempt and left to fend for themselves. I had to help someone who had drinking water left out of reach and I got the feeling that no one wanted to complain for fear of the same type of treatment.

Night staff seemed more sympathetic, although they smoke on the ward.

PALS cannot really help, they feel they have to be neutral and the stalemate between some staff and patients continues until they are discharged.

I have never witnessed Care professionals displaying some of the behaviours I have recently observed on Ward 8A. If patients feel unable to complain, I felt that I would share my experiences here so others are aware.

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Response from Lister Hospital

Many thanks for taking the time to tell us about your experience of ward 8A at the Lister. Whilst somewhat surprised at what you described - other feedback on this ward from a wide range of sources has been very positive, we are treating your comments very seriously and have been shared with the staff already. If you are willing, maybe you could contact us on generalenquiries.enh-tr@nhs.net so we can keep you involved in our findings when looking in to your concers.

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