Hold the front page.........

I am pleased to announce that after 11 months the National Health Service has responded to the complaint that we made about the treatment that Mum received in our local hospital! They simply have no idea how to deal with people. I seriously wonder if they have any idea what condition she is in now. 

The letter is full of 'we are sorry' statements, but eleven months is beyond a joke. I gave up long ago trying to get an answer out of them. They are a law unto themselves accountable to nobody. I hope that if I end up in there I will have someone looking out for me. 

The sad thing there are lots of good people who work for the NHS and they seem to be hampered by the lack of staff and the red tape surrounding everything that happens.

I will sleep easier in my bed tonight knowing they have finally replied........NOT!!!!!

Good Morning Queen Victoria Memorial Hospital....We have arrived.........

Last night I wrote my letter of complaint. This morning we went into the hospital (Keith and I ) and we made a formal complaint about the situation Mum was left in.We saw the Senior Sister, who I had spoken to before. She took our written complaint and told us that on the morning in question, three members of staff had called in sick with very little notice. She said that they had been using staff from other hospitals and they did not have the same dedication as the regular staff. We listened and then she asked us what we wanted to do about the matter. We were very clear that what we wanted was for the matter to be investigated and for the situation never to happen again. We are not complaining about the staff that actually turned up, their job was nearly impossible.

This afternoon I got a call from a lady called Jane Lawton, who said she was an area manager who had been passed our complaint. While it was good that she had phoned me, she was clearly a lady used to getting her own way and not particularly interested in listening to anything but her own voice. She quite clearly had only skimmed my letter as she was talking about the night shift not doing their work. (that was not the case it was the day shift) She went on to say that it was a 'sickness' issue and that she had been onto the HR department to see how they could address the issue. It seems to me that thinking about addressing the issue now was just a touch too late.

It was clear for the way she spoke to me I would have to take a deep breath and talk over her. I told her that I was not listening to her excuses. I wanted a copy of the trusts capability/sick Policy and I wanted to know what their rate of sickness is and what they are doing to address the matter. I already have the policies, as the trust has them online. Not that she was going to listen to what I had to say. So I told her if she was unwilling to furnish me with the details I would make a freedom of information request and I would make sure that the results were publicised.

On balance I feel I came out on top, I certainly employed her own keep talking tactic!!

The present state of play is that they will provide a written response in around 10 working days with the state of the enquiry. I know that they are extremely keen on keeping the complaint 'in house' at this stage. All I want is an undertaking that they will take into consideration that their patients should be afforded dignity and respect and the right to a safe life.

Upsetting because there are a lot of brilliant staff up there who do a fantastic job (like you did Tanya!!) Its a shame the managers do not have a plan B for when things don't going according to plan.

One step forward, two steps back.

Just when you thought it was safe to assume that Mum was making reasonable progress, Bang it all goes wrong. Tonight Tom and I went in to see her and she was distraught, hot and sweaty and very under the weather. We found out what was going on and it was not very pleasant.

She has been diagnosed with another urine infection which makes you feel pretty wretched anyway, but the day had got of to a terrible start, due to the infection she was confused. All through the night the staff had been into her and given her a bedpan, she thinks around 6 times. When those staff went off shift only half the day shift arrived. She asked to go to the loo repeatedly from early in the morning and her ringing was ignored. She is not able to get out of bed so the inevitable happened. She was left wet and cold in bed until 12.30pm - Unbelievable !! How can that possibly be right???  What has happened to dignity and respect?? Had anyone considered her feelings?? While it must be terrible for the remaining staff to have to cope it is beyond a joke that people should be put through the embarrassment of wetting the bed in what is supposed to be a civilised caring country!

Again I find myself having to complain about the treatment provided by the NHS. I am sure a lot of people will think that a wet bed is a small inconvenience, but what happens when you are frightened, confused and too worried to stand up for yourself?? Have you been served your breakfast while shivering in a freezing cold wet bed? I keep thinking that I am young enough to still stick up for myself, what age do you become invisible? or too much trouble ?

I have spoken to the nurse in charge tonight and she has confirmed what Mum said and said it was due to the lack of staff, she has said now that I am unhappy about it she will make an incident report, so if I hadn't mentioned it, nothing would have happened??? How many other elderly and vulnerable people were in the same boat this morning? How many relatives knew nothing about it?

We have had very few good NHS experiences of late, I know the staff try their hardest but what are the managers playing at??

I am still fuming, but I have written it all down and tomorrow my brother and I will be on their doorstep raising merry hell.   Watch this space!

Rant over for tonight.