"The point being to stop this happening to others."

About: Royal Blackburn Hospital

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Whilst being in a sad & emotional position of dealing with both parents being terminally ill together, we had no joined up thinking from the various medical professionals & departments who operate from Blackburn Hospital & Social Services. Each case being dealt with as an individual whilst both living in the same house and needing each others care and support, which they could not offer each other. A totally disjointed, uncompassionate approach to the point it broke a relationship that had existed for in excess of 50 years. We are a realistic family, working within the NHS &/or still do so. How shameful after waiting some 10 weeks since my mothers death we still need to understand why Scans undertaken to assist in diagnosis remained unopened or reviewed for three weeks post being undertaken, this was only expedited when she was admitted as an emergency, this proved to late she passed away with nothing being able to be done. Before which we had several failings, which still need explanation of. An appointment with MRI at which the Consultant was on holiday and no records had been available. Your terminally ill in extreme pain and travel 2 hours to attend an appointment which the Consultant is not available for, he's on holiday and his understudy has no knowledge of the case, actually thinking you've had an operation. This would be hard to have had as no diagnosis has been made in over 2 months & the pain your in had been dismissed. The outset being Blackburn Maxi facial Mis-management of pain relief & treatment due to the consultant being relatively newly qualified... is this acceptable? I don't believe so. Perhaps the start of making a public comment we will provoke a response. I await contact.

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Response from Royal Blackburn Hospital

Dear Sir/Madam As the Business Manager for the Head and Neck Directorate of the East Lancashire Hospitals NHS Trust, can I first of all express my regret that you recent experience of our services has fallen short of your expectations. All feedback received in to the service is treated as an opportunity for the services to learn from the experiences of our patients and visitors, in order that we can improve the way we provide care in the future. It is with concern that I read your comments relating to the care of your parents. I would very much appreciate the opportunity to investigate this matter for you in order for me to provide you with the answers that your rightfully seek in to the care pathway of your parents. In order to do so, I wish to invite you to raise your concerns formally with the Trusts Complaints and Litigations team, either in writing or over the telephone (details below), and I will commence an investigation at the earliest opportunity. At this point, I am advised that no formal communication has been made regarding this matter to date. Please contact our PALS team directly so we can investigate. Our PALs team is contactable either by email to PALS@elht.nhs.uk or via the free- phone number 0800 5872586 Regards Leigh Hudson Business Manager for Special Surgery

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