Hospital staff under fire for language and lack of respect

STAFF at a Scottish hospital have been slammed for using inappropriate language on wards and failing to respect the confidentiality of patients’ medical needs.

A report by watchdog Healthcare Improvement Scotland has called for a major shake-up of a number of procedures at Borders General Hospital in ­Melrose.

It follows a visit by inspectors who found staff were discussing patients’ needs in ward corridors and displaying sensitive and personal information inappropriately.

• View the report in full

They also described the hospital as “not dementia friendly” and revealed how patients were being moved around wards and even transferred to other hospitals late at night and when they were eating meals. The watchdog’s report, published yesterday, outlined just four areas of strength and 13 areas of concern which need to be tackled by staff in order for the hospital to meet official NHS standards.

Inspectors were concerned staff discussed patients’ needs and health in corridors and other open areas and also that sensitive and personal patient information – such as medications and personal care plans – were displayed in public areas.

The report also said: “We noted occasions where the needs of patients were not put first. We were made aware of patients being moved a number of times during their stay, sometimes late at night. The needs of the service were put before the needs of the patient.”

It also said staff “compromised patients’ right to dignity and respect” when they used boards or picture charts to highlight sensitive or personal information about a patient, such as if they needed help eating and drinking.

One visitor told how her 83-year-old mother was left sitting on a ward for ten hours with “very little attention to her needs” and another said “I do not have confidence staff know what my mother’s needs are”.

The report from the inspectors’ three-day visit last month also criticised the hospital for failing to cover patients’ catheter bags and letting patients sit with hospital gowns falling off their shoulders. It also revealed how a patient was transported from her bed to the toilet on a bathing hoist which they said was unsafe and “not dignified”.

Another patient told how noise from building work stopped her from getting rest. Staff said they were “unsure” how long the work would take.

Ian Smith, the watchdog’s acting chief inspector, said: “The dignity of patients is not always maintained and staff sometimes used inappropriate language when talking about patients. We expect NHS Borders to address the areas for improvement identified in our report.”

Calum Campbell, NHS Borders’ chief executive, said: “The inspection was very detailed and we have taken a lot of positives from it. These inspections are always very valuable and whilst real progress has been demonstrated, we will continue to develop our services.”