"Aftercare and communication."

About: Royal Bournemouth General Hospital

Anything else?

Derwent Centre.......knee replacement.( Don't have that on your list of departments) The main problem was communication between staff and patient. Everyone has their own job to do. Not my department. Not my job. My mum was discharged from hospital yesterday after being told by age concern the week before that she would qualify for aftercare at home ,as she is eighty two years old and lives alone. She called them to oganise help and they said she would get help. the day after her operation someone came to her bedside and told her she did not fit the criteria. She had to plead to get transport home, she was told they had all gone home as it was the weekend. She is registered with the hospital for transport free for a year.it was important to get transport as she needed a wheelchair to get to her apartment. Her discharge form said that she is independent, friend will support on discharge. This is absolutely not true and I don't understand for a minute why that was on the form. She was also asked she had to give herself injections every day on her stomach , she is not a nurse, why on earth would an 82 year old be asked to do that? The distinct nurse is to come in to do the injections as they eventually arranged that,but will not help with the tight stockings she has to wear! I find this just incomprehensible. Her income is low and qualifies for theses services. she gets free dental treatment and transport to the hospital for her treatments yet she has been told she has to pay for someone to come in to help her with these stockings for 6 weeks after the operation and to pay for someone to buy her milk and bread and fresh vegetables etc. I just cannot understand how this can be and she feels very let down.

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Response from Royal Bournemouth General Hospital

Dear Joanieb Thank you for providing us with feedback based on your mums experience as a patient at the Derwent. I am so disappointed to note that you found the attitude of the some of the staff to be less than helpful. I also apologise that there was som e confusion over some of the information that your mother received from age concern Aftercare is provided to our patients by the Bournemouth Church Housing Association (BCHA) who also set the criteria which I understand is not purely related to age. I have spoken with the senior nurse within that directorate who has been and spoken with the ward staff. In response to your email each point that you have raised has been discussed and considered by those staff responsible for your mothers care. Undoubtedly your mother should have been provided with transport and I am sorry this posed a difficulty for you both. Please note that we endeavour to provide the highest standards of care and as a responsive organisation we will utilise your comments to seek further improvements to the benefit of all patients. If you would like to contact us to give us more information so that we can more fully understand your individual situation please contact us via our PALS Team who will speak to you in total confidence. Telephone number 01202 704886 or please email pals@rbch.nhs.uk.

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