"Care help for my wife while staying in nrth..."

About: North Tyneside General Hospital

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My wife has been staying in hospital since Thursday 9 May 2013. After what I have seen, it does not look like that the staff really care about their job while looking after patients. There has been mixed messages to my wife regarding her condition. There has been times that even I can see that she looks confused of what they say to her. With her temp being 102.02 and increasing they should tell the staff something is definatly not right.

She started in ECU and then moved to ward 18. She got a little more help in ECU but I still believe it could have been better. The staff should be able to explain it more to the patient and or with her fever state they could have explained it to me whenever I'm on the ward.

I complained last night and the sister is arranging for me to see the matron and doctor. So I am hoping for some answers this afternoon.

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Responses

Response from North Tyneside General Hospital

Dear Sir,

Firstly thank you so much for getting in touch so quickly and providing us with the opportunity to respond to your concerns while your wife is still with us.

I am terribly sorry that your experience of our care has been poor and that you feel the information you have received has not been consistent. I am pleased that you have an early opportunity to talk these issues through this afternoon with both the matron and doctor. I do hope this meeting has helped to reassure you, however if there is more that you need from the team please don't hesitate to get in touch.

I was a little surprised to read that the staff on ward 18 seemed uncaring - this is certainly not the usual feedback we receive from patients on the ward. We have a real time patient experience programme in place at the Trust where an independent team visits the ward every fortnight to interview patients and discover what's going well and what could be improved. Last year we spoke to almost 5000 people. Those on ward 18 gave a rating of 99% for respect and dignity, 93% for involvement in decisions about care and 97% for the quality of relationships with our doctors and nurses - during 2012 communication about medicines and side effects improved from 76% to 84%.

I only share these scores with you now to highlight that this is a team who usually has reason to take pride in the standard of care they provide and I am really disappointed that this was not the case for you too. Information and regualr amounts of it is such an important part of the care, we need to always strive to ensure this is as good as it needs to be for every patient we see.

I do hope your wife is feeling much better soon. Please contact me if you have any outstanding concerns - my email is annie.laverty@nhct.nhs.uk

With thanks,

Annie

Annie Laverty - Director of Patient Experience.

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