"Worried about staff responsiveness to my mother whilst she's in hospital"

About: East Surrey Hospital / Respiratory medicine

(as a relative),

My mother is currently on Tilgate Ward, East Surrey Hospital.

Unfortunately, she is seriously ill. Being in her condition, she is unable to carry out basic functions - washing herself, going to the toilet and getting out of bed.

When I visited her this week, she was very depressed and wanted to give up on life. When I enquired as to why she felt this way, I was astonished to find out that earlier that day, my mother had requested to go to the toilet. Staff provided her with camode, assisted her onto it and then left her. When my mum had finished, she rang the bell for assistance, no one responded for over 30 mins.

This obviously upset my mother and left her feeling totally incapable of looking after herself, which in turn prompted her desire to 'end it all'.

Whilst I appreciate staff are busy, my mother is seriously ill and should never have been left for that length of time.

My other concern is the lack of response to her repeated requests for help.

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust

picture of Ian Mackenzie

Dear Lobbythornton

I have just spoken to Sally Brittain - our Acting Chief Nurse - who will look into this immediately. It would be helpful if you could e-mail or call me to let me know your mother's name; my details are ian.mackenzie@sash.nhs.uk or 01737 231988

Regards

Ian

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Update posted by Lobbythornton (a relative)

The response from the senior ward staff has been fantastic!

My mum has been moved closer to the nurses station in order for them to be able to respond far easier.

The matron spent nearly an hour talking to family, discussing the treatment and care plans. The staff have been attentive to my mothers needs, making her feel more comfortable.

They have also implemented a new hand over policy where the staff walk round the ward talking to patients, ensuring staff are aware of problems and patients have an opportunity to voice any concerns.

All in all I experienced the true NHS, caring and treatment second to none!

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust We have made a change

picture of Ian Mackenzie

I am very pleased that we were able to resolve the issues that you identified in your original posting.

Kind regards

Ian

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