"Lack of compassion and communication C9staff on..."

About: Royal Blackburn Hospital

My Dad died on C9 this Sunday. He was admitted on Thursday night after a fall. Conflicting advice was given from ED as to my fathers care. A decision was made eventually to admit him at 11 pm. I rang at 11am on Friday and was put through by MAU to Ward C7 as that is where Dad was supposed to be admitted. I spoke to a ward clerk and asked to talk to the nurse looking after him. He said he would find out and put me on hold. I hung on for 12 minutes with no reply and had to hang up. When I rang back the number was engaged all the time. On Friday when his son visited from 2-4pm Dad was in a semi-concious state. No nursing staff came to see him during that time or to let us know why he was admitted. His son left in a distressed state. On Saturday morning, I got through to C9 and spoke to a very pleasant Sister who informed me on my Dad's restlessness overnight and I asked about his diagnosis, I was told she could not give me that over the phone. I informed her that we would like to speak to Sister on our arrival at 2pm and she informed me that Junior Sister?was in charge and she would let her know. Dad had a nebuliser and the male nurse lacked compassion and when the tubing was stuck under his arm there was no assistance. After sitting there between 2-3 pm, I asked a staff nurse if we could speak to the sister, and was told she would let her know we were waiting. At 3.40pm we went up to the nurses station and seem to be invisible to the 3 staff who were there. No-one acknowledged us and we left in disgust at the lack of communication. On Sunday, at 2.30am we were contacted to inform us that Dad died. The staff nurse we met was kind, compassionate and caring in the early hours of Sunday morning. We are in the medical profession and we are appauled at the lack of information despite making 2 polite requests.

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Responses

Response from Royal Blackburn Hospital

“Thank you for taking the time to provide a comment on the service and treatment received at Royal Blackburn Hospital. We apologise for any distress caused to yourself and your family throughout your experience. We will look into all concerns that you have raised and Matron Gardiner would like to offer you a meeting if you wish to discuss any of the issues further. If you wish to meet with Matron Gardiner, please contact her via Switchboard on 01254 263555.” Thank You

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