"Basic nursing care failures put my spouse at risk"

Dear A concerned spouse

Thank you for sharing your feedback on Care Opinion. I am very sorry to read about the distressing and undignified experience your spouse had following surgery, particularly over the weekend. I appreciate how upsetting this was for you both, and recognise the serious impact that delays in basic nursing care and communication can have on patients and their families.

The Nurse Unit Manager (NUM), ward 5G was made aware of concerns relating to delayed responses to call bells, assistance with toileting, inconsistency in mobilisation and personal care, and a fall that occurred when your spouse attempted to get out of bed without assistance. Patients recovering from surgery should receive timely support, be treated with dignity, and be kept safe at all times, regardless of the day of the week.

It was also disappointing to learn that communication following the fall was not as clear or timely as it should have been. While it was understood that your spouse intended to notify their family themselves, it has been recognised that ward staff should ensure next of kin are informed and that open disclosure is completed appropriately.

The NUM has advised that these concerns were discussed with your spouse and family prior to discharge, and an apology was offered. The fall incident was formally reported and reviewed. The NUM has put an improvement plan in place for the ward nursing team, which includes reinforcing the importance of:

Responding to call bells promptly, particularly during handover periods Ensuring urine bottles and personal care needs are managed in a timely way Supporting safe mobilisation in line with post‑operative instructions Improving communication and follow‑up after incidents such as falls

These points have been reinforced with staff through direct communication and ward meetings, and are being used to support ongoing service improvement.

I understand that you have also been in contact with the Patient Experience team, who will fully investigate the issues you have raised to ensure a comprehensive review takes place.

Thank you for bringing this experience to our attention. Feedback such as this is vital in helping us reflect, improve, and prevent similar incidents from happening to others. We remain committed to providing safe, dignified, and respectful care to all patients.

I wish your spouse all the best in their recovery and ongoing healthcare journey.

Kind regards

Ben Noteboom

Executive Director

Royal Perth Bentley Group