"Communication urgently needs to improve"

About: New Cross Hospital

After an emergency admission on Monday, my daughter was finally scanned yesterday for a suspected blood clot - a life-threatening matter, or so we were told. During her stay, the level of communication with her has been woeful. The consultant who saw her this morning with the results was astonished that she had waited all this time for a scan. Waiting per se has not been the issue: everyone appreciates that there is pressure on resources. But to be left with no information about what is happening and why for days on end merely leaves patients feeling uncertain and unnerved. In my daughter's case, such feelings mounted into unacceptable levels of anxiety - and when she expressed her dissatisfaction, in de-fused and reasonable terms - she was told she was being rude. The lack of empathy was astonishing - and makes a mockery of the glib corporate notices about improving customer care. Please, please attend to communication as a matter of urgency. Regular updates - if only to explain that there are unavoidable delays - are really necessary for managing patients' expectations and therefore their stress.

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Responses

Response from The Royal Wolverhampton NHS Trust

I was sorry to read your comments relating to your daughter's patients experience at our hospital.

To enable me to look further into your concerns, I would be grateful if you can contact the 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 daughter's recent care. 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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