Queensland's health watchdog is investigating claims of neglect at the Mackay Base Hospital that family members say have traumatised a 71-year-old woman.
The Office of the Health Ombudsman is exploring claims Erica Middleton, who was being treated for COVID-19 and complications, was not given enough food or water and had to crawl through her own blood and faeces to call for help after she fainted on the way to the bathroom.
She was initially admitted in early April but got even sicker during her stay and endured some horrible experiences, according to her daughter, Cheryl Middleton.
"On one occasion, she was on her way to the toilet and she woke up in a pool of blood and her own faeces and had to crawl on her hands and knees to buzz for help," she said.
"It's so upsetting that in a hospital in Australia my mum had to go through that."
Ms Middleton said even basic necessities like food and water were scarce.
"We're in Australia, we're not in a Third World country."
Her family is angry other basic needs were not met either.
"She was told on occasions at the hospital just to wee in her nappy rather than use a pan," Ms Middleton said.
"So you know, how is she to keep her dignity when the medical staff won't even help her to use a bed pan?"
Discharged while unwell
In remission from lymphoma, Erica Middleton's medical needs were complex and she presented a medical alert card to the hospital requiring her specialists be contacted.
Her family said that did not happen until they raised the alarm.
Erica's husband Robert said she was also sent home twice, despite clearly being unwell.
The family carefully documented their concerns, including a period of about 24 hours without a substantial meal after Erica was re-admitted.
They eventually invoked Ryan's Rule, the policy that helps families to force a review of care, but Cheryl Middleton said nursing staff did not respond well.
"The way I was treated on the phone was that I'd done something wrong. And then the response from my brother afterwards was that Mum was being treated badly because of it," she said.
Hospital management has apologised, review initiated
Erica Middleton was moved to Townsville, where her family says she improved but then suffered a stroke.
Her husband said despite a grim prognosis, she has made a remarkable recovery.
But he said she is now scared to return to Mackay to continue her rehabilitation.
"Every time you mention Mackay or going back there, she bursts into tears and she's not a high-strung woman," he said.
In a letter to the family, the Mackay Base Hospital management has apologised and said more food and water will be made available to patients in the COVID ward.
In a statement to the ABC, Mackay Hospital and Health Service CEO Lisa Davies Jones said Erica Middleton's treatment will be reviewed by a staff specialist who was not involved with her care and the family has accepted an offer to meet to discuss the findings.
The investigation by the ombudsman is due to wrap up at the end of June.
