"Communication at Charing Cross Hospital"

About: Charing Cross Hospital / Breast surgery

(as a relative),

My wife has been to the Riverside Ward for surgery on several occasions now, following a diagnosis of breast cancer. We have no complaints about the quality of care / surgery from the team.

I feel the communication in the ward however, is of the lowest possible quality - reception staff are uncooperative & unhelpful; information has to be asked for, it is never proffered and iv seen family members have to track down patients themselves, and this is all on top of what I see as an incomprehensible system of surgery which means everyone waits from 7: 30am and the order changes seemingly at random.

It would probably take one person half an hour with coloured pens to devise a solution (or even an electronic display? ). I think the current situation works for no-one, frustrates everyone (including staff), and damages the reputation of the hospital.

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Responses

Response from Christine Cornell, PALS manager, Imperial College Healthcare NHS Trust

Imperial College Healthcare NHS Trust is very concerned to read of your experience. This is not the standard of care we aim to provide and we sincerely apologize.

Your concerns will be escalated to senior managers but we would welcome further details so that we can investigate fully.

Please contact our PALS Team pals@imperial.nhs.uk. We look forward to hearing from you so we can ensure that the issues raised are addressed as we seek to ensure a good patient experience.

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