"Nurses with no patient care"

About: Alnwick Infirmary

Anything else?

Following a stroke my father was admitted to Alnwick Infirmary whilst awaiting to go into a residential care home and the treatment he received was absolutely disgusting. He was left in his night clothes all day, he remained unwashed for 2 days, his hair was never combed, he was spoken to as though he was hard of hearing and with learning difficulties and the staff were rude and unresponsive when my mother and I asked about his care. My father was disabled on his right side and could not get up and walk about so to my disgust a full bed pan was left on his table right in front of him which also had on sweets, drinking water and fruit. This is totally disgusting and when I asked the nurses how long it had been there and why is was there they simply answered 'don't you worry, it can't have been that long'. the one month stay was totally distressing for both my father and the family and I would not recommend sending you dog here as kenneling let alone a well loved family member. Your staff have a horrendous attitude and no patient care or basic people skills.

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Responses

Response from Alnwick Infirmary

Thank you for your comments posted on this website concerning your fathers care at Alnwick Infirmary.

The Trust was very sorry to hear about your experience and would like to offer you our sincere apologies. From what you describe this is clearly not what we expect for our patients. We do undertake regular patient experience feedback from the patients and their relatives who are using our services. Your experiences are not reflected in the recent patient experience data we have and in addition we do not receive many complaints about the services at Alnwick. If you would like to write to the Trust personally detailing your concerns we will conduct an investigation and write back to you personally.

Patient feedback is very important to us and we do take all concerns very seriously in order to monitor the services we provide. If you do decide to write the address is:

Northumbria Healthcare NHS Foundation Trust

Patient Services

Northumbria House

Unit 7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

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Response from Stroke Association, Stroke Association

08/02/2013

Our Ref: 155865

To whom it may concern

We recently saw your Patient Opinion post about the care and treatment your father received after his stroke and that you do not feel that he received good care. If you are unhappy about the treatment he received in hospital it may be helpful to contact the Patient Advice and Liaison Service (PALS). PALS is an independent organisation, there to ensure that the NHS listens to patients, their relatives, carers and friends, answers their questions and resolves their concerns as quickly as possible. You can telephone PALS at Alnwick on 0800 0320202

or email them at northoftynepals@northumbria.nhs.uk

You may also be interested to hear about the work of the Stroke Association and how we may be able to support your father. We have Coordinators across the UK, providing information, advice and support to people affected by stroke. You can find out if there is a service in your area by contacting our Stroke Helpline. Our Helpline staff are there for anyone who has been effected by stroke in any way. We can offer information about stroke, practical advice and support, or simply someone to talk to. The Stroke Helpline is open Monday to Friday from 9am to 5pm on 0303 30 33 100. You can also email us at info@stroke.org.uk.

You may also find our website helpful. There is lots of information about stroke, including our range of leaflets and factsheets at www.stroke.org.uk.

I hope that this is helpful and that your father is now getting the support that he needs to make the best recovery possible.

Yours sincerely

Rhian Thompson

Stroke Information Service

info@stroke.org.uk

Stroke Association staff are not medically trained and the information provided does not replace information given to you by your own healthcare provider.

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Response from Northumbria Healthcare NHS Foundation Trust

Thank you for your comments posted on this website concerning your father's care at Alnwick Infirmary. The Trust was very sorry to hear about your experience and would like to offer you our sincere apologies. From what you describe this is clearly not what we expect for our patients. We do undertake regular patient experience feedback from the patients and their relatives who are using our services. Your experiences are not reflected in the recent patient experience data we have and in addition we do not receive many complaints about the services at Alnwick. If you would like to write to the Trust personally detailing your concerns we will conduct an investigation and write back to you personally. Patient feedback is very important to us and we do take all concerns very seriously in order to monitor the services we provide. If you do decide to write the address is: Northumbria Healthcare NHS Foundation Trust Patient Services Northumbria House Unit 7/8 Silver Fox Way Newcastle upon Tyne NE27 0QJ