Watchdog tells N&N to improve patient dignity following inspection

Norfolk and Norwich University Hospital at Colney. Norfolk and Norwich University Hospital at Colney.

Adam Gretton Health correspondent
adam.gretton@archant.co.uk
Friday, March 28, 2014
6:30 AM

Bosses at the Norfolk and Norwich University Hospital have been urged to take action to improve the privacy and dignity of vulnerable patients following an inspection by the health watchdog.

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Inspectors from the Care Quality Commission said that not all patients were treated with respect when they observed wards on December 2 and 3 where they focused on the care of people with dementia.

The Colney hospital was found to be meeting standards in four out of five areas, but was told to produce an action plan by April 2.

However, Anna Dugdale, chief executive, said a number of measures had been put into place to make sure patients are treated with dignity, including the recruitment of three dementia support workers.

In a report, the CQC said that general observations showed that “staff were kind, polite and patient. However, we did observe various instances where people’s dignity was compromised.”

Inspectors said there were incidents where a patient was walking around with their catheter bag clearly on view around their ankle, a person walking around the ward with their back and buttocks exposed, and a female patient who was on top of their bed with their nightgown around their waist and leg where staff did not take action to protect their dignity.

However, the CQC said the hospital had addressed concerns raised last year about the slow discharge of patients in their care. They added that the failure to respect patients only posed a “minor” impact on users of services.

Mrs Dugdale said: “We are pleased that the CQC has recognised the improvements we have made since their last visit. We understand that the CQC are beginning a new round of inspections focused on the care of patients with dementia and we were happy to be selected as one of the first hospitals to benefit from the insight of their specialist dementia inspectors.
“The report identifies a number of opportunities to improve our communication with patients, particular issues around preserving the dignity of our most vulnerable patients and the consistency of the care we provide. The report acknowledges recent improvements and learning and we are pleased that the CQC have concluded that we are fully compliant on four of their outcomes with ‘minor’ improvements to make.”

Have you got a health story? Email adam.gretton@archant.co.uk or call 01603 772419.

10 comments

  • I've had many stays & visits to n&n hospital & the sights i have seen on the wards there & nurse treatment is disgusting my sister was on a wars after having back surgery there was an elderly lady in the bay next to her with dementia the nurses asked her if she wanted to go to the toilet she said no, having dementia the poor lady didn't know what she was saying sadly she had gone to the toilet in her bed & when reporting to a nurse they then shouted at her & told her off for not calling them to take her to the toilet I was absolutely appalled seeing this, there are not enough specially trained staff to deal with any type of situation they are too understaffed & how I seehear how they talk to patients on numerous occasions is appalling I also had a weekend stay where I shared a 2bed bay with a 86 year old lady the day I left she had woken up that morning & kept going hot & cold (flu like symptoms) she turned the heating on & got told off then as I was discharged she was left BY HERSELF in the bathroom when she asked for help to bath because they were 'too busy'

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    Lucieloo12

    Friday, March 28, 2014

  • I have been an out-patient since 2003 and cannot fault the care and professionalism of the nursing staff. There will always be criticism of the NHS because no one remembers the good times, we only remember the bad times.

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    nicholas dasey

    Friday, March 28, 2014

  • I have seen an elderly man on a bed the N & N naked from the waist down with not even a sheet over him. I went and told the staff at the desk and they said somebody would come and attend to him. After 45 minutes the poor old boy was still uncovered and a nurse finally sauntered down the ward to do something else and I pointed him out to her. She thought it was hilarious and made a big joke of it. I thought it was humiliating for him and it was embarrassing for visitors on the ward to witness.

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    samphirelover

    Friday, March 28, 2014

  • "....it's inpatients at the N and N who are not being treated with respect and dignity....". Never witnessed any lack of respect or dignity , always been treated well , vast majority of patients are perfectly happy with the care they receive.

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    LARSON.E. WHIPSNADE

    Friday, March 28, 2014

  • So the CQC can spot someone with dementia walking around no doubt in a confused state ( memo to CQC....that's what they tend to do ) but they were unable to spot routine abuse and torture of vulnerable people at Winterbourne View , despite being told about it several times in advance.

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    LARSON.E. WHIPSNADE

    Friday, March 28, 2014

  • I too attended the N & N this week for Bowel screening, and all the staff were excellent and I was very well looked after. Having experience of looking after patients with Dementia, you have to understand that you can dress, cover and make sure that everything is where it should be one minute, and within a very short period of time the patient can totally re-arrange themselves, Nurses are so busy and I am sure that they do all that they can! but unless you have one to one care, which we know is not achievable! these sort of things are sometimes unavoidable.

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    Matilda

    Friday, March 28, 2014

  • As I have never been an in-patient I am not in a position to make a comment, I was simply expressing my opinion as an out-patient.

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    nicholas dasey

    Saturday, March 29, 2014

  • I'd also like to say that I've been an outpatient on many occasions and have been treated fine. You cannot compare the two.

    Report this comment

    samphirelover

    Friday, March 28, 2014

  • I had a bowel cancer screening a few weeks back at N&N, which was offered to me having reached 55. Not something to look forward to, but the N&N staff were excellent and treated me with the utmost respect. I want to post this experience as we all too often focus on negatives (and who couldn't do better on some of the things we do).

    Report this comment

    BureValleyPaddy

    Friday, March 28, 2014

  • To Nicholas .... Nobody has complained on here about outpatients depts. it's inpatients at the N and N who are not being treated with respect and dignity.

    Report this comment

    samphirelover

    Friday, March 28, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

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