"disfunctional and unhelpful"

About: Ealing Hospital

Had to use this hospital for a 2nd time in 5 years when they treated my aunt who is 97 years old. The cleaniness of the hospital has patently improved in the 5 years, the staff cooperation and assesment has not. My aunt was brought in to hospital following a fall she had at home. She had been alone on floor for around 13 hours. The ambulance crew were very efficient and treated her with polite care and with great diligence. A neighbour travelled with my aunt to Ealing and I followed on behind about 30 mins later. In that time I gathered toiletries clean clothes and secured the property as well as console upset neighbours. I am well versed in the drill now as in the past 6 weeks I have had my mother admitted to Hillingdon after a fall and my partner to Bournemouth with a broken leg. When I arrived at A&E was told that my aunt was not there and that sometimes the ambulance does an assesment before bringing the patient in. I told the recption that this had already taken place and that I had seen the ambulance leave some 30 mins before. Was rudely told to sit wait. I called the neigbours mobile and she came out of A&E to find me and take me , my aunts only next of kin , to see her after remonstrating with reception as she had told them that I was following on and to guide me through to where my aunt was. Next we had a curt interview carried out by a nurse who only introduced himself after I had introduced myself some 10 mins in to the fact find. He alluded to the fact that because of my aunts age the care department of the council will be involved in the assesment of her viability to be home without any care. I informed him that the careers were with him now along with other friends of my aunt who live by her and that when she had been in the hospital care before 5 years ago aged 92 they had sent her home same day without knowing her circumstances. They had been as much use as a chocolate fire guard I think was the phrase I used. After 2 xrays and blood tests and being put on a saline drip after 3 hours I left after giving all the information with regard to my status and relationship with there patient and contact details and informed them I would call around 1700hrs. Duly at the promised hour I called A&E only to be told that they could not discuss a patient over the phone but I should come in to discuss.Having reached Winchester services on M3 and fearing the worst I turned back. Upon arrival discovered aunt in CDU unit ,afraid not eaten no water by her bed still on a drip and i remonstrated with CDU reception as to why I could not be told her condition on phone. 3 members of staff chimed in in stereo talking at same time, said basically well being of patients cant be discussed on phone. This is rubbish. I had regular phone updates from Hillingdon re mum and frequent updates from Bournemouth with regard to my partner without any civil partnership certificate being produced. This excuse must be one they trot out regularly.

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Responses

Response from Ealing Hospital

We are sorry to learn about your experience. We take such feedback seriously and would like the opportunity to discuss this with you in more detail. Please kindly contact our Patient Advice and Liaison Service (PALS) on freephone 0800 0641120 or by e-mail at ehn-tr.pals@nhs.net

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