"Lack of communication- the sister"

About: Countess Of Chester Hospital

Anything else?

No one appeared to be in charge to assess and direct support and care.One lady arrived in evident distress from acute pain-no one to offer an assessment or a pathway to pain relief. Her pain was obvious to other patients including young children.We were not told -times of access/doctors or staff available for assessment-everything was a big void for patients and family's except a discussion which took place between two nurses about the domestic abilities of their respective partners.I was told to sit at the end of the corridor by the Sister.I sat there for 30 minutes-no pathway was described to me whilst the domestic abilities of the staff partners was being discussed.Eventually a doctor came to me and asked me why I was sitting there and had the staff not directed me to his department(through the door) as he had been expecting me for the last half hour.All of that time I had been sitting within 10 yards with full visibility of the Sister.He had walked past twice looking for me. The Sister had not engaged with any redirection. He was not happy and neither was I.Not the fault of the NHS staff-this one down to poor staff engagement!!

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Response from Countess Of Chester Hospital

Dear Ms Pearson, 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 as well as staff in our Elderly Care Service. Please feel free to contact the 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 any improvements we have been required to make as a result of your comments. The Patient Experience Team

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