"My Grandad's stay"

About: St Helier Hospital

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The first problem arose on the day my grandad was due to leave the c3 ward for the renal unit. He was taken out of his room at 11am and was left in a chair in the corridor for 2 hours because they wanted to disinfect the room. He then had to wait until 4pm to be picked up (when he was originally told 11am was the pick up time) we went with him over to the Richard bright ward where an incredibly rude member of staff (seeming the woman in charge) came walking passed and said at us (not too us) "he's meant to be coming tomorrow, the registrars have got it wrong" she then walked back passed us and said the same thing. No respect, she didn't actually speak to us and was incredibly rude, she doesn't deserve to have a job looking after people the way she acted. He was then put in a room thankfully and was well looked after by his nurses. Today he was due to be released, I rang at 12amasking when I could collect and they said that they had arranged transport for him at 6pm. At half 4 they rang to say they have mucked up and his transport and that I needed to pick him up, they said he was completely ready to go so I could come straight away. I got to the hospital at 5pm (he had been moved to the secombe ward) and after being told he was ready I had to wait over an hour before I could take him because it took the incompetent staff that long to find his medication. And go to the pharmacy to sort it out. It was an absolute disgrace and am horrified at the way the logistics staff at the hospital seem able to do absolutely nothing right.

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Responses

Response from St Helier Hospital

I am so sorry to hear of your grandad's bad experience with us and thank you for taking the time to post your feedback. I'm pleased that the nurses in the renal unit cared for him well but we obviously could have made his recent stay with us so much better. It is most unfortunate our transport arrangements were badly arranged and that you had to wait for over an hour and we apologise for this. I would be grateful if you would call one of my patient advice and liaison team (PALS) on 020 8296 2508 or email pals@esth.nhs.uk and we can investigate this properly and share our response with you. Pippa Hart Director of Nursing

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