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To complain to PALS about this?

(24 Posts)
Welshmaenad Sat 23-Jul-16 13:26:22

Very emotional and not sure if I'm overreacting and would appreciate perspectives.

My Dad is in hospital, has been for 4 weeks. Complex set of medical issues but predominantly admitted due to congestive heart failure and susceptibility to cellulitis, he needed IV antibiotics and diuretics. Since his admission they have discovered problems with his kidneys, liver, spleen and lymph nodes. Yesterday he had to go to a different hospital within the Trust for an MRI scan if his liver - my sister and I believe they suspect liver cancer hence the need for clearer imaging than the ultrasound could provide.

For context, Dad is a BIG chap - 6'5" and very solid. His feet and legs are very sore and infected at the moment and he is limited as to how long he can safely sit before having to elevate his legs. He has been given a special air mattress for his hospital bed and an air cushion for his chair in his room to alleviate pressure.

So his scan yesterday was at 2. We were expecting him to be transported at about 1. We expected him back by tea time at the latest. My sister got to his room at 4.30 and he was still gone. She stayed till 5.30 and had to go, left him a note to call her.

By 6.30 he still wasn't back and we were getting a bit worried, my DP and sister were both in the phone trying to find him as nobody seemed to know where he was. We knew he had a nurse chaperone but everyone was clueless.

He got back at 7.30pm. I visited today and found out they actually took him over at 11am to 'better fit with the ambulance service'. From 11am to 7.30pm he had no food (He's a diabetic snd on insulin). He had a few £ in change in his pocket which he used to get a coffee and a bottle of water for his nurse. He had none of his scheduled doses of IV antibiotics. His blood sugars weren't checked. He was left sitting on hard plastic chairs in the busy concourse for a total of almost 8 hours with his feet and legs unsupported. He is in absolute agony today, his feet are bleeding through his bandages so have obviously taken a bashing.

I am FUCKING RAGING. Not at his ward staff but whoever organised this clusterfuck and failed to take care of him. The nurse with him was lovely and kind but brand new to the Trust and unfamiliar with what to do, though she tried her best (we got her a box of chocs to say thanks as he was so grateful for her). With everything we have going on with him though I don't know if I'm being ruled by emotion and overprotectiveness - would you complain?

BusStopBetty Sat 23-Jul-16 13:29:56

Yes, I absolutely would complain. I hope he feels better after today's rest and medication.

freetrampolineforall Sat 23-Jul-16 13:35:57

Complain. Don't let them fob you off. So sorry you all had to put up with this all too familiar bullshit flowers

PotteringAlong Sat 23-Jul-16 13:38:47

The going at 11 to fit in with the ambulance service isn't a problem. How he was treated when he was there definitely is.

nosireebob Sat 23-Jul-16 13:49:44

Yes, definitely complain, else no learning can happen

drinkyourmilk Sat 23-Jul-16 13:52:47

This isn't in Sussex is it? Ambulance service there is now a joke.

drinkyourmilk Sat 23-Jul-16 13:53:31

Oh, and I would absolutely complain to PSLS about this. I would make sure I put it in writing. It's disgraceful.
Your poor dad.

Buggers Sat 23-Jul-16 14:23:06

Your poor dadsad. Definitely complain. Hope his feeling better soon

Welshmaenad Sat 23-Jul-16 15:35:35

Not Sussex no, but it seems the ambulance service is a joke where we are too.

The going at 11 actually IS a problem - it was sprung on him last minute and there was no opportunity for him to eat and take his insulin earlier. He isn't an outpatient receiving transport, he's an inpatient and the LHB have s duty of care towards him - to my mind that includes adhering to his care plan which is to keep his legs comfortably elevated on a pressure relieving mattress for most of the day. Taking him at 11am for a 2pm scan and requiring him to sit in an uncomfortable chair for 2.5 hours just to suit the ambulance service isn't really in keeping with that care plan.

harderandharder2breathe Sat 23-Jul-16 15:41:27

Taking him at 11, but making sure he had medication, food, appropriate place to wait considering his medical needs, blood sugars checked etc that would've been ok. However it doesn't sound like even if he'd gone at the right time he would've been looked after properly!

You should definitely complain, his health and pain have been affected by this.

I just think not everyone has someone to complain for them, so you should complain for your dad so that hopefully it won't happen again to him or to someone else

Paulat2112 Sat 23-Jul-16 15:44:20

Yes complain!! Something needs sorted so it doesn't happen again to someone else. Something obviously needs fixed as this was not acceptable. Your poor dad

Welshmaenad Sat 23-Jul-16 15:57:33

Thank you all and yes harder I agree if they'd taken decent care of him at hospital #2 then going early would have been less of an issue. I feel they basically treated him like an outpatient (capable of waiting, responsible for feeding and watering self and own medical care) when he is an inpatient and not capable of doing these things for himself.

I spoke to the ward sister today and they are equally unimpressed at his lack of care - they've grown quite fond of him on the ward and were very pleased when he finally returned. She apologised to me but it is not her apology to make and I've told her this, and made it clear that any complaint I might make does not reflect the brilliant care he gets at hospital #1.

WhyCantIuseTheNameIWant Sat 23-Jul-16 16:01:35

Complain politely but firmly.
Be clear that it is a lack of communication or care at hospital 2.

harderandharder2breathe Sat 23-Jul-16 16:04:17

I'm glad the ward sister was on your dads side! She and her team are having to now deal with totally avoidable issues caused by the lack of care given elsewhere, and obviously seeing a patient in pain.

I hope the tests turn out okay too btw!

feathermucker Sat 23-Jul-16 16:05:30

The ward could have arranged for a more experienced nurse to go with him. They also could have requested stretcher as opposed to a wheelchair, which could have had pressure- relieving equipment on. Even though he was off the wars, he still remains their patient and, as such, they have a duty of care towards him.

CoolCarrie Sat 23-Jul-16 16:19:03

You poor dad. Definitely complain, you dad was treated very badly. Hope he feels better soon.

Coldhandscoldheart Sat 23-Jul-16 16:21:45

I would say yes. We have similar issues with transport, but without people making noise nothing happens.

Out2pasture Sat 23-Jul-16 16:33:23

The nurse as new and lovely as she was showed lack of judgement by not taking supplies or showing signs of thoughtful care (glucose test equipment, meds, once there she could have called her manager to ask about meals, borrowing a stretcher from the other facility). Complain all the way, btw I'm a nurse.

ChestyNut Sat 23-Jul-16 16:49:21

I too would go ballistic but...the ward he is an inpatient on remain responsible for him whilst he is off the ward at scan. They will have been aware he was going for scan and should have made a plan for blood glucose monitoring, essential medication and pressure care. Simply sending an escort with no plan is not acceptable and I would be directing my complaint their way.
Hope DF gets on ok 😊

mygorgeousmilo Sat 23-Jul-16 18:33:20

Yes do complain!

snowgirl29 Sat 23-Jul-16 18:40:58

Yes definitely complain. My family have just put in a complaint for me as I was too poorly to stand up for myself at the time. The Nursing staff couldn't have been more kinder if they tried but the whole ambulance and transportation side of it was an absolute shambles. (I was a HDU patient being transferred to another hospital without a Nurse Escort).

Gallievans Sun 24-Jul-16 22:12:34

Definitely complain. What would with hospital have done had your dad had a hypo (perfectly possible without nfood or his insulin)? I also agree the nurse escort should have tried to get either a stretcher or food / meds at the very least. If they were that in experienced they should not have been on escort duty.

RubbleBubble00 Sun 24-Jul-16 23:34:34

Definitely complain. I can understand if his Mri was bumped by more urgent cases so having to wait BUT his care whilst waiting was completely unacceptable. Escorting nurse sounds a bit wishy washy. I would have been kicking up a right stink in her position

AdjustableWench Mon 25-Jul-16 00:55:32

Bloody hell!
I don't know much about complex health issues, but I do know that a large elderly diabetic person with leg problems should NEVER be put in a situation like this.
Definitely complain. Your poor dad.

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