"Communication and respect"

About: St George's Hospital (Tooting) / Accident and emergency

(as a relative),

My husband was admitted to A&E with a chest infection that had turned into pneumonia. The treatment he received was excellent but what got left behind was his wife.

None of the A&E staff, including the doctor treating my husband, spoke to me unless I first spoke to them. They did not tell me what was happening. They did not tell me he was being admitted to the hospital but simply moved his trolley away which prompted me to ask questions.

I sat in the cubicle with him every second he was there but was still not informed about anything. What made this situation worse is that my husband is my primary carer and I was left in a very vulnerable situation without him.

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Responses

Response from St George's Healthcare NHS Trust

Thank you for taking the time to post feedback about your experience at St George’s Hospital. We are pleased to learn that your husband received excellent treatment in A&E. However, we are sorry that the communication you received was not helpful. In order to allow the A&E management to look at improving communication we will pass your comments to them.

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Update posted by evieminnie (a relative)

Thank you for responding. I would emphasize that there was no communication. They didn't tell me what was happening at all. I consider this extremely unhelpful and rude.

I sat with my husband all night but they didn't show me any common courtesy or respect. I was disgusted by this.

Since my husband has recovered and I have told him what happened he is upset to know that I was treated in this way when he was unable to help- especially as I experience poor health myself, use a wheelchair and my husband is my primary carer. Surely communication is a basic part of a doctor's job?

Also, A&E is not only about the patient themselves but also the people that come in with them. It is hugely disrespectful not to inform a wife that her husband is being admitted to hospital when she is sitting right next to him.

Response from St George's Healthcare NHS Trust

Thank you for your further information. We are sorry that this visit to our hospital has caused both you and your husband upset. Your comments will again be sent to the Matron and Managers in A&E.

If you would like to talk to the service about your experience, please make contact with the Patient Advice and Liaison Service on 020 8725 2453 and they can arrange for you to speak to the Matron from A&E.

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Response from St George's Hospital (Tooting)

Thank you for taking the time to post feedback about your experience at St George’s Hospital. I am sorry that it was negative. The manager of the service will be sent your comments on the communication you experienced as a relative in A&E .

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