Ruby’s story: Broken heart with unbroken faith
Ruby spoke up about her and her husband’s experience receiving end-of-life care at Calderdale Royal Hospital. Because she was brave and shared her experience, the hospital listened, learned from her feedback, and gave staff training on how to support families with kindness and compassion through end-of-life care.
Ruby took her husband, Mathias, to Calderdale Royal Hospital after he had a stroke. While there, they did not receive a positive quality of care. Mathias’ treatment and help were delayed, which made him uncomfortable, and he was in pain. When doctors explained his health, they used medical words Ruby didn’t understand, so she didn’t know what was happening to her husband while he was in the hospital.
One night, Mathias’ condition worsened, and Ruby arranged for a priest to visit him. He passed away the following day. Ruby was left without any support – no one spent time with her or asked if she needed help. No one has sat down with her beforehand to explain that Mathias was nearing the end of his life or to help her understand what was happening as his health declined that night. Ruby was very upset by the lack of communication and compassion from hospital staff during such a painful time. She was also concerned that no one clearly explained what to expect or why her husband was being treated the way he was.
“To lose and watch someone you Love die is the most painful experience anyone can go through and not to have the care and compassion from the staff while you sit there alone is a experience I would not wish anyone else to go through.”
Ruby didn’t want anyone else to go through what she had experienced, so she contacted Healthwatch Kirklees to share her concerns. Healthwatch Kirklees spoke to the hospital and set up a meeting where Ruby could tell her story and get the answers she needed. At the meeting, the hospital listened to Ruby, understood what she went through, and apologised. They then carried out a formal investigation and worked to make positive improvements based on her experience.
“I appreciate [the hospital staff] meeting with me and saying sorry. I needed to feel heard and understood.”
Staff working with end-of-life patients and their family members have been reminded and supported to improve for future patients and visitors, including providing refreshments, a listening ear, and compassionate conversations. Staff have now been trained to ask relatives what they would prefer to happen in a situation when the patient’s health deteriorates.
“Speaking up can make a difference. People need to do that, if people don’t, nothing will change.”
Because Ruby spoke up about her and her husband’s experience, changes have been made. Now, families can get better support, which also helps patients feel reassured that their loved ones are treated with kindness. Staff have also received training, which improved the care they give and helped them feel more confident and supported when dealing with difficult situations.