Too many elderly patients '˜suffering in silence'

In one case, a patient was forced to use “adult nappies” even though he was able to use a commode as no one was available to help him, and in another, a man called 999 from his hospital ward after he lay stricken on the floor, unnoticed by doctors, for 75 minutes.

Other examples include an elderly patient left in soiled clothes for two days and nights; pain relief being “overlooked” and a patient left overnight in a corridor on an A&E bed.

Labour MP for York Central, Rachael Maskell, who chairs the all-party parliamentary group for older people and ageing, said older people deserved to be treated with “dignity and respect”.

“I am completely appalled that older people are receiving sub-standard care - there is no excuse for it,” she said.

“We know that services are stretched but everyone deserves to be treated with dignity and respect.”

The PHSO and the website Gransnet surveyed 600 people who had an elderly family member who had stayed in hospital overnight in the past year.

They found that more than one in three (35 per cent) said there were occasions when they were concerned about the care or treatment of their older relative in hospital.

Of these, 58 per cent said they felt compelled to complain.

Among those who said they were concerned about care but did not complain, almost a fifth said they were worried about the impact that complaining would have on the care and treatment of their relative.

The ombudsman said the NHS needs to make clear to patients that their care will not be compromised if they, or a relative, makes a complaint.

A previous report from the PHSO highlighted that many older people are afraid to raise the alarm when something goes wrong in their care and worry about what will happen to them if they do.

The PHSO said there are far fewer complaints from older people than would be expected given older people’s high usage of NHS services.

“The NHS is a lifeline for many vulnerable older people but, when things go wrong, too many are suffering in silence,” said PHSO Rob Behrens.

“I want people to be confident to complain, know their rights, and speak up when things go wrong so that the NHS can learn from mistakes and improve services for others.

“NHS staff should make patients and their loved ones aware of how to complain, point them to available support, and make it absolutely clear that their future care will not be compromised.”

Lara Crisp, editor of Gransnet, said: “Patients deserve better than this. While we appreciate that services are stretched, communication with patients and their families must be improved. They should feel that their concerns are taken seriously and addressed properly.”

In Leeds, the city’s Healthwatch watchdog has been working with the NHS and adult social care to make raising a complaint “as inclusive and as easy as possible”.

Chief executive Tanya Matilainen, said: “It is important that people feel confident that they can have their voice heard without fear that it would affect the services they use.”