"My mum's stay at Beechwood ward, Caludon centre"

About: Coventry And Warwickshire Partnership NHS Trust / Inpatient mental health care

(as a relative),

I feel this ward is not properly ran and could give much better help to patients so here we go.

I have been visiting my mum on Beechwood every single day recently. The staff I've encountered seem to have forgotten a lot of things. I constantly told nurses my mum needs cream applied on her back as she can't reach herself. They did put it on sometimes, but also forgot a lot of the time.

Also some of mum's personal items have been misplaced.

We asked 3 different staff on Beechwood if my mum could visit my home for dinner for just a few hours. The response from the first nurse was they had to make sure this was ok. They got the go ahead and told me it was ok and not a problem. Meanwhile I told my mum she was coming for dinner - she was really happy and looking forward to it. I raised this to a member of staff which again said they had to check. They came back to me and said it was ok.

Visiting the ward everyday I was able to notice how unorganised this ward is, so the day before my mum was coming out for a few hours for a meal at my home I just wanted to make sure the staff were aware of this. Once again, the doctor checked came back to me saying it was ok, so it was the day before so by now my depressed mum was really looking forward to it.

The next day came, my mum was due to be dropped off by my uncle to my house for dinner at 1. 30 pm. I went the shops in the morning, bought chicken and sunday dinner stuff, got it all cooked for my mums arrival. It then turned 2pm, my mum was late I phoned my uncle. He said my mum was now not allowed to visit my home for dinner.

This had a really bad affect on my mum. She was so down and depressed and upset due to looking forward to it and this caused a lot of upset and distress to the family including my uncle who was picking her up. This may seem very minor but to someone who suffers very bad depression and anxiety and can be paranoid, this was very upsetting and a big let down for her.

Also just a few days after my mum was admitted as a patient on Beechwood, I asked my mum if they did her washing for her. She replied no, the nurse on the ward had told her that the washing machine did not work. So that day I brought this issue to a member of staff as I thought surely the NHS would get it fixed or replaced. I asked a nurse about this, they said the washing machine worked fine but its 25p per wash for soap powder and she could not account for why my mum was told this? So I washed my mums clothes and showed her myself how to use the laundry room and where it was. But the dryer did not work and needs fixing. Why can't the ward report it to NHS and have it fixed? These are ill patients, it can happen to anyone, why don’t they treat them a bit nicer?

My mum's stay on this ward was not good. In my opinion, she would be much better out of there and living with me so I hope she will soon be out of the Calludon care. I think there needs to be some improvements on this ward to ensure patients are being treated correctly.

I do have more issues about this ward but no more time to state the errors - I hope the NHS take a much closer look at the ward.

Also I looked in my mums room, she just had a very thin sheet as a blanket and a very small pillow so I took my mum more bedding and pillows up for her as it was uncomfortable for her and she had sleepless nights. Her shower water leaked in her room as the door didn't shut properly and she had no light in her wash /toilet/shower room. I raised the light problem to a doctor who straight away got the light fixed. At the times I have visited, the TV room was never cleaned well. Also, my mum feels she is in the way and not very welcome on Beechwood.

I believe other patients feel like this. I hope the staff will improve the service they are providing to vulnerable patients.

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Response from Julia Williams, Assistant Director - Experience & Quality, Coventry & Warwickshire Partnership Trust We are preparing to make a change

Dear SheenS

Thank you for taking the time and trouble to post your account, of your families experiences of Beechwood Ward, Caludon Centre.

I am sorry that your experiences of Beechwood Ward have fallen short of what we would expect, and for any distress this has caused both you and your family. We would like to investigate in further detail the issues that you have raised, and I would be grateful if you could contact our Customer Services Department on the following telephone number: 02476 536800.

On behalf of the organisation, I would like to apologise for the upset caused, and we look forward to hearing from you, and being in a position to address your concerns.



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Response from Julia Williams, Assistant Director - Experience & Quality, Coventry & Warwickshire Partnership Trust We have made a change

Dear SheenS

We have now received a response from the service, following the issues that you have raised in your posting. While the staff would like to apologise for any upset that has been caused, the issues have been reviewed and the following actions have resulted:

• Ward Manager to add the information on the use of the washing machine to the patient information board

• Ward Manager to ensure that patients are made aware that they can request extra blankets within the community meetings

• Ward Manager to remind staff of the need to complete documentation fully

• Ward Manager to follow up on the medication omissions with staff

• Ward Manager to make sure that safeguarding alerts are completed when an issue is identified

• Operational Team to chase replacement dryer with Estates colleagues

While the review was not able to support some of your suggestions, we are keen to improve our services and the patient experience, and understand any specific issues. I would therefore be grateful if you could contact our Customer Services Department on the following telephone number: 02476 536800, or by email customer.services@covwarkpt.nhs.uk.

Thank you again for your posting and we look forward to hearing from you.



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