"Acute lack of communication"

About: Countess Of Chester Hospital

Anything else?

There appears to be evidence of a disjoin in communications between nursing staff and patients' closest relatives over actions to be taken with patients. Yesterday, having visited my elderly mother who has vascular dementia I took time to speak to the nursing staff responsible for her on WARD 50 and I was given to understand that my mother was unlikely to leave the hospital before the weekend. As mother was bored having been in the hospital several days, I bought her a TV card for £5 and together we also filled in the meals order form for the next couple of days so, when I left her, she was happy and I reassuringly told her that I'd visit same time following day. Within 2 hours of my leaving the hospital, I was telephoned by the nursing staff to say my mother was "on her way to The Cottage Hospital, Ellesmere Port" apparently for rehab. If I hadn't been so tired, I would have been furious! My poor mother would probably have had no idea as to where she was been taken - and this sort of decision making "on the hoof" without involving the closest relative can only cause patients with dementia more confusion.

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Responses

Response from Countess Of Chester Hospital

Dear Sir / Madam, We are sorry you feel you had a negative experience. We take all patient feedback very seriously and therefore we will use your comments to see what we got wrong. Please be assured that your comments have been shared with our Director of Nursing & Quality and it will be looked into immediately. Please can I ask you to contact our PALS Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding your comments. The Patient Experience Team

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