"communication very poor"

About: The Great Western Hospital

Anything else?

I am writing review on behalf of a family member. A 3 week pointless stay when the accident and emergency doctor took one look at my mother and diagnosed instantly what he thought was wrong with her. 2/3 weeks of just giving pain relief and eventually getting the scan she needed it was confirmed what the doctor in A & E had stated in the first place. In my personal opinion this could have been sorted on admittance instead of going around the houses and also could of been avoided, my mother endured 3 weeks of pain and discomfort and eventually feeling very low that nothing seemed to be getting done to get to the route cause. I witnessed an auxiliary being extremely condescending in manner to a very elderly patient which not only upset myself but another elderly patient in the ward knowing that she was going to have treatment from the same staff that very evening. To be fair my mother has nothing but praise for the other staff at how helpful and understanding they have been particularly for the young doctor that showed her care and consideration and spent time reassuring her but the auxiliary I witnessed I would hope is a very 'rare' case. My mother also was changed wards without the family being informed and it was only through my reporting of her phone out of use that we realized she had been moved. The communication issue definitely needs to be addressed and worked upon as we were getting mixed messages all the time and my mother was not in a position to be able to speak for herself at times. I know and understand that time and staff are very hard to 'counterbalance' but I definitely think this needs to be an area that needs more work on.

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Response from The Great Western Hospital

Thank you for letting us know about your mother's experience at the Great Western Hospital, I'm only sorry that it wasn't more positive. We’re currently working to improve communication and I have personally presented to our Board on some of the communication issues that have been raised with us. I’m also sorry for any distress caused by the attitude of the auxiliary. I too hope this is a very rare case. It was good to hear that other staff, including the young doctor, were able to give your mother much better service. We always encourage speaking to ward staff at the time, so that issues like this can be addressed, however if you would like to talk to us in more detail then our Customer Service team would be happy to help. They can be contacted on 01793 604031 or pals.team@gwh.nhs.uk Rob Mauler Head of Customer Service

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