"Brilliant staff let down by poor liaison between..."

About: The Royal Liverpool University Hospital

Our son underwent keyhole surgery for a hernia operation. After an initial consultation at Broadgreen the subsequent appointment and treatment took place at the Royal Liverpool. We could not fault staff attitudes, helpfulness or skill. Our main dissatisfaction was the series of contradictory information we, as parents received from the time he was admitted. 'He is down as first on the list so should be able to go home about 3pm'. When we rang at 11.30 am this had changed to ' He hasn't gone down yet but will be doing so at 1.30 pm and will need to stay in overnight' . We were disappointed but quite understood that a patient who was more frail may have needed to go first. There followed several phone calls over the afternoon where we were told contradictory things and when we arrived at ward 9C for visiting time we were told that our son was no longer coming to that ward. After waiting for a while we were sent to ward 9B where we waited until 7.50 pm before our son finally arrived from the recovery ward! Fortunately we were able to stay with him till 8.30 when to our surprise we found that he was in fact being discharged that night! All this confusion and lack of communication between staff did not give us a good impression at all. Despite this we were grateful to all the staff for their kindness and politeness.

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Responses

Response from The Royal Liverpool University Hospital

Thank you for your comment. We are pleased to hear that our staff did a good job. However, we would like to hear from you so we can find out more about your concerns. If you would like to contact the Customer Relations Team, they will be able to help. You can contact them by phoning 0151 706 4903/2265, via complaints@rlbuht.nhs.uk or typetalk 18001 0151 706 4903/2265.

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