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Cynthia Spencer Hospice
2021-03-08
Person
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5
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8th March 2021
The patient care was excellent but his family felt neglected & abandoned, due to Covid we were not allowed to visit and telephone liaison with the staff was difficult.
Although we acknowledge this was a difficult time for all we feel that more contact with the nursing & medical staff would have given us reassurance
We were told that if he became EoL then we would be allowed to visit - I do not feel this is an acceptable policy. His sons did not see him for 3 1/2 weeks - not even through a window
I saw a family on one occasion when I dropped off food - they had just lost a family member & could only spend time with him individually for a very few moments after his death. This seems barbaric not to be able to support each other during this time
Suggested improvements
Better communication during Covid
20th April 2021
Response from Cynthia Spencer Hospice
Thank you for the feedback and I am sorry that you feel this way about the support you received as a family. Cynthia Spencer Hospice is following national guidance around visiting. Our policy is for exceptional visiting only where patients are imminently dying. This allows patients to receive one visitor (or two visitors in specific circumstances). We will also allow a settling in visit at the time a patient is admitted and will also allow visiting in circumstances where it would support the patient or families psychological needs. The ward team will maintain contact with the patients chosen contact or next of kin as much as possible and contact details are provided to the patients chosen contact with the telephone number for the Hospice, and are advised to ring at any time. If through discussion with the clinical team it is established that other close family member wished to visit, this can be arranged with the agreement of the patient or next of kin. After a patient dies, we allow immediate family members to attend, but at the present time we are obliged to limit the number of people visiting to a maximum of 2 relatives at any one time. Should there be more relatives then we ask them to rotate. We accept that our visiting policy is not ideal due to the restrictions associated with COVID, but our visiting policy is in place to maintain the safety of our patients, visitors and staff alike. Should you wish to discuss this further please do not hesitate to contact Richard Glasspool, Service Manager on 01604 678033