"Distressing and negative"

About: University Hospital (Coventry)

What I liked

One staff nurse has been understanding and a young trainee nurse showed care.

What could be improved

My brother has CP and the staff were not aware of it more than a day after admission. When we were told of his tumour there was no-one there other than a doctor who talked of 'primary and secondary tumours' and a 'mass' in the brain - my brother had no understanding of these words. He was bleeped during the conversation and left the 3 of us alone. When my brother cried, there was one trainee nurse to help (and she was lovely). He had been on nil by mouth for the full day - no-one thought to offer him food or drink when they knew there would be no operation that day. Nurses ignored us despite calling me and my 80 year old mother down to the hospital immediately - a journey of around 1 hour each way; we then waited 1 hour 30 mins before being seen by a doctor. There is little time given to his emotional needs (he has been in one hospital or another now for nearly 14 days and no surgery has yet taken place and the first information about the tumour was on the date of his arrival in Walsgrave) and I had to request help for his personal care. It appears it is symptomatic of the NHS today. Where has the 'caring profession' gone? I feel we have to fight constantly for basic needs to be understood. It is frustrating and demeaning for him and us. Just a little more consideration and empathy would be a big help.

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Responses

Response from University Hospital (Coventry)

Thank you for providing feedback on the care your brother received and while you point out a number of positive episodes the remainder of the piece does not reflect the kind of care that we would consider to be typical at this Trust.

Without further details, such as the ward where your brother was treated, it is difficult to carry out further investigations and I would ask that you contact our PALS team who will be able to speak with those who treated your brother and provide answers to the queestions you raise.

PALS at the Trust can be reached in the following ways: by phone 0800 028 4203; by email PALS@uhcw.nhs.uk; in person through the Help Desk at University Hospital, Monday to Friday (excluding Bank Holidays) 9am -12.30pm and 1pm – 5pm or in writing to: Patient Advice and Liaison Service (PALS) Trust Administration Centre, University Hospitals Coventry and Warwickshire NHS Trust, University Hospital, Clifford Bridge Road, Coventry, CV2 2DX.

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