"Patient and relative experience"

About: Stirling Community Hospital / Older peoples' services

(as a relative),

I have an elderly relative in ward 4 for ongoing rehab following transfer from Larbert.

As a nurse with over 30 years experience I am disappointed by the experience my relative has had to date.

Unfortunately my relative will not let me complain in person at present for fear of retribution.

Some of the things which have happened: my relative was given sponge and custard at the end of a meal. They can only eat this kind of food infrequently and started to eat it, only to be told you can't have this. The plate was then removed and given to another patient (this was after my relative had ready started eating g it)! I witnessed a healthcare support worker come out of a toilet where they had been dealing with a patient. The worker was wearing a pair of blue gloves. Without removing this pair of gloves the worker handled a zimmer frame and then immediately went into another toilet to another patient. My relative's pyjamas were used to mop water up from a floor. My relative also feels they is not being listened to and desperately wants to be moved.

No member of the team caring for my relative has approached me, as their next of kin, to talk about plans.

When I discussed plans with a nurse I was told I would need to speak to a physiotherapist. Is there no multi- disciplinary team working?

This experience so far has been traumatic for a person in their eighties and I feel ashamed to say I am part of the NHS

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Responses

Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

Dear Mags

I am so sorry that this has been your relatives experience of care. The incidents you describe are not acceptable practice.

I have sent your story to the department and await their response. I will post this once they get back to me.

However I would like to offer you the opportunity to discuss these issues in person should you wish to, you can contact me directly by telephone -07827820353

many thanks

Arlian

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Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

We are always sorry when a patient is not happy in Ward 4. Unfortunately however it is very difficult to answer some of these problems without knowing the person concerned and the circumstances surrounding the issues mentioned.

It is always better to discuss such issues at the time with the Nurse in Charge and/or Charge Nurse without any fear of “retribution”.

All we can do is apologise for any perceived lapses and assure you that all staff have been informed.

Ward Sister

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