"Total lack of communication and cosideration of..."

About: Princess Royal University Hospital (Orpington)

My mother-in-law was admitted to A&E by emergency ambulance at 23:00 on 1st April 2014 and every time we telephoned the hospital to get information we had the telephone answered and then immediately put down on us. despite assurances that this would not happen and also despite assurances from the ambulance crew that the hospital would definitely contact us there was no contact or information until 08:00 the following morning when we were informed that we could collect her. She is 86 years old and was diagnosed with an acute infection given antibiotics and sent home. We appreciate that Princess Royal is in transition due to the management being taken over by Kings College but why is it that this hospital differs so much from the highest quality offered by Kings College at their Denmark Hill site it is only by the grace of God and good fortune that being a retired Emergency Medical Technician that I know what to do.

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Responses

Response from Princess Royal University Hospital

We are very sorry to hear about the problems you experienced regardign your mother-in -law's care. We will pass these comments to the Emergency Department staff to try and avoid a similar situation occurring in future. If you would like to discuss your concerns please contact the Patient Advice and Liaison Service (PALS). You can either email them on kch-tr.PALSkent@nhs.net or phone 01689 863 252.

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