Forrester Court
Cirencester Street, Off Harrow Road, Paddington, London, W2 5SRPatient ratings and reviews
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Review titled Poor quality palliative care
Rated 2 stars out of 5
by Rumana Omar - Posted on 12 February 2024
After staying in the Palliative Care Unit of Forrester Court for 13 days in Dec 2023 my mum passed away. She received poor care in the Nursing Home adversely affecting her quality of life. She was in hospital for 3 weeks before being discharged to the nursing home. Before that she was at home with paid carers and me. The hospital palliative care team suggested moving mum to a nursing home so she could receive nursing care and I could be a daughter instead of a carer. Below I describe some bad experiences: 1.The GP prescribed nebuliser for mum because of breathing problem. After 24 hrs of it being prescribed noone was available in the nursing home to pick it up from the pharmacy. I volunteered and picked up the prescribed item. Upon returning the duty nurse asked why I had brought only nebules and not nebuliser. Eventually nebuliser arrived but still not given to mum. I found the nurse learning how to use it from a YouTube video. After 3 hrs a hospice nurse who was visiting at that time suggested I do it to speed up mum’s treatment. We had to operate the nebuliser everyday instead of the nurses doing it. 2.Mum caught an infection in the nursing home. The 111 GP prescribed antibiotics for 3 days and asked the nursing home GP to prescribe for 4 more days. But noone in the nursing home informed the GP. On day 4 mum’s antibiotics ran out. Morning dose was missed. I requested the Unit manager & the clinical lead to get an e-prescription from the GP and I would pick up the antibiotics from the pharmacy. When by 1 pm nothing had happened I enquired. The clinical lead said “So what if your mum misses one dose.” After my persistence Mum had 7am dose at 2pm. Mum was having breathing problems due to low oxygen levels. 3.The GP had prescribed oxygen on a Wednesday but even on Friday it had not arrived yet noone chased it despite mum’s discomfort and my requests. On Sunday when I came to visit I found mum with low oxygen levels not opening eyes. I started crying. Instead of resolving the oxygen the Unit manager said uncompassionately “I want to start your mum on end of life medication”. I did not think mum needed that i.e. morphine etc. Following day I sought advice from the hospice in charge. The hospice nurse assessed mum and concurred with me and chased the GP for oxygen identifying that it had not been ordered by mistake. An urgent order was placed and oxygen arrived in the evening. The problem was resolved by the hospice and not the nursing home. The GP apologised and concurred that end of life medication was not needed for mum at that time. 4.Respecting mum’s wishes I requested for female carers to change mum. Despite promising 2 female carers were not always available. Sometimes male carers would walk in on mum distressing her. I had to help the female carers to change mum every day. 5.Once the duty nurse sent a staff member who did not know how to use a blood pressure machine to take mum’s BP. I had to show the person how to use the BP machine.
Visited December 2023
Review titled Forrester Court
Replied on 14 February 2024
We are very sorry to hear about the passing of your mother and of any distress you may have experienced in her final days. We take concerns of this nature very seriously and would like to undertake a full investigation and review. We don’t currently have any records of these concerns being raised within the home, so would be hugely appreciative if you could please contact Chit, who is now managing Forrester Court, to discuss your experience in more detail. You can do this either via manager.forrestercourt@careuk.com or by calling the home on 0207 266 3174. Or if you would prefer, you can contact the Care UK complaints team via complaintscoordinator@careuk.com.