"Pleasant & helpful staff ..."

About: Royal Blackburn Hospital

(as a relative),

What I liked

Pleasant & helpful staff when I called assessment unit

What could be improved

Communication-My father was admitted from his care home on his doctors recommendation. He still waited approx. 4 hrs. in A&E before transfer to an assesssment ward,then very late evening transferred again to C2. He is 85, has lung cancer and a secondary brain tumour as result of which he is very confused, forgets things immediately, has frequent nosebleeds etc. Family friends accompanied him all day as I (his only daughter) live in USA. They noted that the hospital did not have his earlier notes while he was in A&E, therefore staff were working without info. that they themselves has issued on a previous visit, so if the friends hadn't been there to point out the seriousness of his condition , no-one there would have known. Also , medical staff were apparently reluctant to give our friends info. because they are not relatives. Hello! That is why they were there 'cos I can't be. I understand the privacy part but surely if friends stay with a patient for 8 hrs. & more, it is because they care, not that they are nosy, especially as the situation was explained.It was with relief that I learned he has been transferred back to his care home.

It took me 20 minutes to be connected to the assessment unit line after being put on hold, played music at then finally given a direct number.

Story from NHS Choices

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Response from Royal Blackburn Hospital

The Trust takes all communications about patients conditions seriously. As a result of patient confidentiality we have to make certain that we are allowed to provide information to people with the patient. Work is being done to improve the telephone system of the hospital to ensure that people will be able to contact departments and wards directly.

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