"A long wait - and no communication"

About: New Cross Hospital

My daughter was admitted to New Cross by ambulance with severe chest pains and an abnormal ECG reading. She was kept in overnight and told we would get a scan the following day. She spent all day yesterday on C21. Admittedly, the staff were kept very busy by all the very sick women patients on this ward. Nonetheless, my daughter was left alone, received no communication and despite asking a couple of times what was happening to her scan, no information was forthcoming. Her blood wasn't tested, neither was her blood pressure. Later last night she was told that she would be scanned today. We know resources are being rationed in the NHS, but it seems regrettable that a bed was taken up all day yesterday with no progress to her treatment. Some communication on what was happening would have helped too. The experience of being 'told off' by a member of the nursing staff for turning up to visit her outside visiting hours was mildly galling not only in terms of the tone but also the fact that there was no information anywhere, either a poster or a leaflet, on the stipulated visiting hours. I contrast her experience with that of my husband who was admitted last week and received excellent treatment in the cardiology unit for a heart attack. He benefited from frequent, fulsome and courteous communication - and visitors knew from a leaflet exactly when visiting hours were and were not treated like recalcitrant children. If the culture of the cardiology department could be extended to the whole hospital, New Cross would indeed be delivering consistently high standards of customer care.

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Responses

Response from The Royal Wolverhampton NHS Trust

I was sorry to read your comments relating to your daughter's recent experience on Ward C21. To enable me to look further into the concerns you have raised, I would be grateful if you can contact tht Patient Advice and Liaison Service (PALS), who will be able to assist you further. The PALS team can be contacted on 01902 695362.

Kindest regards

Judith Davis

Acting Patient Experience Lead

Response from New Cross Hospital

I was sorry to read your comments relating to your daughters recent care on ward C21. To enable me to help you further, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) who will be able to assist you. PALS can be contacted on 01902 695362. Kindest regards Judith Davis Acting Patient Experience Lead

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