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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To have sent this complaint...

31 replies

crazydoglady6867 · 08/08/2018 06:03

I am beginning to think I am!

Whilst I appreciate whole heartedly the work you staff do and have done to help my Father in Law Mr who was admitted on Saturday 28th July I am so cross about the fact that Ward 38 staff have lost BOTH his hearing aids on two separate occasions. Mr is 82 years old and cannot hear at all without them, yet, after losing the first one two days later they went on to lose a second. He has now been moved to Hy Community Hospital and is just so confused it is heartbreaking. If you can imagine being poorly in a foreign country not having ANY grip on the language at all and keep being moved from place to place, well that is what Mr * is experiencing without his ability to hear what anyone is telling him. I have had to order new aids but they will be a week before they get here and this is hampering his rehabilitation so much you can’t believe. I NEVER thought I would ever have to make a complaint about our wonderful NHS but this is just due to a lack of care and attention by the staff it is not acceptable and quite honestly, I could cry. I won’t mention the fact he was transferred with only half his belongings including a missing electric shaver!

OP posts:
Longdistance · 08/08/2018 06:11

Contact PALS. Also, get on the wards case, and go in person.

GoJetterGirl · 08/08/2018 06:11

YANBU OP, to have lost 1 hearing aid, ok, slightly understandable, things do get lost, but 2?! That’s just careless of them... have you made the complaint formal? If not, I would...

Original poster
crazydoglady6867 · 08/08/2018 06:16

This was sent to PALS this morning using their online submission form. Not sure if that is a formal complaint or not.

OP posts:
Rebecca36 · 08/08/2018 06:31

You are not being at all unreasonable. Your complaints are genuine and need to be taken seriously.

When my poor mil was in hospital I provided her with a new toothbrush, still sealed. It was never opened, I didn't know until she was discharged (should have checked but would have thought teeth cleaning - and she had all her own - was a normal regular thing). I complained in person and was told no nurses would neglect to see that a patient's teeth were clean. Well they did.

Next time she was an in patient money went missing from her purse. I put a complaint in writing and never eve received a reply. Obviously I couldn't prove anything but I had counted the money and knew exactly what she had, thought she might need some to buy papers, magazines or snacks.

Had I and my husband not been so fully stretched with taking care of her (with help) when she got home and him working etc, I would have complained further but I didn't.

My mother in law was English speaking but profoundly deaf so communication in a 'strange' place like hospital was difficult for her.

So I hope you get a result. All the best.

Cheby · 08/08/2018 06:43

When things go missing it can often be (and is most likely) other patients. Particularly on wards with patients who have dementia and wander about. It’s not their fault and staff can’t police it all of the time.

I’ve woken up to an elderly lady trying to get into my hospital locker at night before. Wasn’t malicious, I don’t think she knew what she was doing. When I’m an inpatient I try not to keep valuables with me, I leave all jewellery at home and i keep my phone on me at all times (I usually sleep with it under my pillow as I’m awake all bloody night anyway), unless I have a single room.

So YANBU for complaining, I’m sorry your FIL is experiencing this but just wanted to say it might not be the staff’s fault.

Original poster
crazydoglady6867 · 08/08/2018 06:49

cheby. I understand what you are saying but on this occasion all patients on this ward were very very poorly and not up and about. I did take his wallet and ring home though! I think they fell out in bed and as he was changed/washed they were swept up in the sheets, I can see it happening. They are so busy I do know that, but his aids are a medical aid not a fashion accessory and should have been looked after, I tried to buy two private ones and they were over £800 each no wonder our NHS has no money if they are losing these things every other day.

OP posts:
EspressoButler · 08/08/2018 06:55

This reply has been deleted

Message withdrawn at poster's request.

Slartybartfast · 08/08/2018 06:56

yanbu, sorry for your FIL

Slartybartfast · 08/08/2018 06:57

did he have his name on them op?

Original poster
crazydoglady6867 · 08/08/2018 07:01

He didn’t have his name on them,no, he was admitted emergency and we live 60 miles away and I did the journey every day but could not leave him all day without them if I was to take them home with me until the next evening. That has reminded me to put his name on his new ones when they arrive!

OP posts:
TheTimeThief · 08/08/2018 07:05

My grandma has hearing aids and it drives me potty that the home she lives in never helps her put them in! Her life and theirs would be much easier if she could hear what they were saying.

Your complaint is completely appropriate. Like you say, they are a necessary medical aid, it's not like you're complaining about lost earrings!

EspressoButler · 08/08/2018 07:07

This reply has been deleted

Message withdrawn at poster's request.

Original poster
crazydoglady6867 · 08/08/2018 07:12

espresso. Now he is on the mend he will be able to look after them himself I think, he will take them out at night and put them in the next day. I will suggest taping them if he is not up to looking after them though.

OP posts:
MassDebate · 08/08/2018 07:13

This is pretty standard IME - when my grandmother was taken into hospital after a fall they managed to lose both her hearing aids and her glasses. We got nowhere with PALS and due to her dementia she wasn’t prepared to try new ones so spent the last 2 years of her life being borderline deaf and partially sighted.
Flowers for your relative OP

Kisbot · 08/08/2018 07:19

Usually hearing aids, glasses and false teeth etc that are with a patent on admission are documented in nursing records. Our ward does this as we frequently found relatives making c!aims for lost aids that were not ever seen in the hope of getting free new ones.
If Mr* had his hearing aids on admission documented then you easily recover costs from the hospital without the need to complain and it's not a problem. If there was no proof he had them on admission, as in no nurses filled in the forms, that would make it impossible to prove and depends on individual trust policy.
Older people easily loose aids so all wards should be recording who is admitted with what. I can only speak for my ward.

Moreisnnogedag · 08/08/2018 07:21

It is incredibly annoying for all concerned when hearing aids go missing so totally get your point.

One thing to note, you mention him being in a foreign country - is he entitled to ongoing NHS care? Emergency care is by reciprocal agreement with lots of countries but not rehab. That is absolutely not to say you shouldn’t complain but it is just an observation.

Slartybartfast · 08/08/2018 07:23

more is
i dont think he is in a foreign country, it is just an example the op uses in her letter. it is like being in a foreign country for him - being unable to hear

Original poster
crazydoglady6867 · 08/08/2018 07:29

more is. No, he is not in a foreign country I was trying to help them understand what it feels like for him. Maybe a poor analogy!

OP posts:
laptopdisaster · 08/08/2018 07:33

Valid complaint but expressed in for too emotional a way.

Original poster
crazydoglady6867 · 08/08/2018 07:34

mass. That is so sad.
kisbot. There is plenty of stuff on his notes about the aids, I am not after compensation I am cross at the lack of care, they have said he is confused and I know that is due to the lack of aids, he gets them replaced free from the nhs anyway, I assume, they didn’t ask me for money when I asked for new ones at hearing services anyway!

OP posts:
Original poster
crazydoglady6867 · 08/08/2018 07:36

laptop. Yeah that’s what I am thinking, I was s bit emotional at 5am this morning when I sent it😂

OP posts:
sulflower · 08/08/2018 07:37

YADNBU, that is ridiculous. I had to make a complaint to PALS last year due to the atrocious treatment I received by ward staff when I went for a post op check. My consultant was furious and told me to file a complaint. They acted fast, took it very seriously and contacted me straight away and kept me updated by phone and letter on a regular basis. I was very impressed by them and they did take action. One of my driving reasons for complaining was so no other patient, particularly elderly or people not confident enough to stand up for themselves are not treated in the same way. When I came out my appointment I asked a member of staff for the complaint form and sent in a paper copy.

Moreisnnogedag · 08/08/2018 07:40

Sorry that’s just me being dim!!

TwoBlueShoes · 08/08/2018 07:42

It is an emotional letter but the OP is upset so that is understandable. I don’t think there is anything wrong with the letter at all. Hope you get a suitable reply.

Kisbot · 08/08/2018 07:50

Ok I'm surprised they didn't send him to the ENT dept. for immediate replacement as we do ( 9-11am there's a drop in hearing aid clinic ) but I work in a university teaching hospital.
Anyway YANBU to complain pointing out the consequences of not getting Mr* replacements immediately and how he is struggling to communicate, greatly impeding his recovery.