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Poor Organisation and communication

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"Poor Organisation and communication"

About: Medway Maritime Hospital

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Sadly, my mother spent time on Pembroke ward after a successful knee replacement. Great surgical work but horendious after care. Nursing staff failed to communicate with any accuracy to either patient or family. An example of which, after ringing for an update with Staff Nurse we were told that patient would not be discharged. Within 10 minutes of this message we received a call from another nurse to come and pick the patient up. We arrived and waited 5 hours for discharge. Another example of poor after care was patient hand over between nurses. The new staff nurse was totally in the dark of what had happened the previous day. Nothing in the notes and no verbal update. Groundhog day! and shows little or no professional standards around such a critical process.

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Responses

Response from Medway Maritime Hospital 10 years ago
Medway Maritime Hospital

Submitted on 07/01/2014 at 14:07
Published on nhs.uk on 08/01/2014 at 03:00

I am very sorry to hear about the poor experience your mother had on Pembroke ward and would like to offer my sincere apologies for your mothers delayed discharge. I would like to invite you to meet with me so we can discuss the problems your mother and your family experienced. There seems to have been a communication problem around discharge and we really need to address this. By discussing the problems with you it will allow my staff and I to prevent this from reoccurring. Please contact me on 01634 830000 x3441/3993 and we can arrange a meeting. To ensure this does not happen in future we will ensure that the medications for each patient are completed before contacting patients’ families to avoid long delays experienced by your mother and your family. I am happy to hear however that your were pleased with the surgical care your mother received. Fatima Khanam-Ali. Pembroke Ward Senior Sister

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