"Terrible communication during my grandmother's treatment at Neville Hall"

About: Nevill Hall Hospital / Trauma & orthopaedics

(as a parent/guardian),

My Grandmother was taken into Neville Hall. They didn't bother to contact me. I found out, when I phoned they told me to speak to a cousin who is actually her great niece. I have phoned every day for 3 weeks and every day I have not made it through to the ward in less than 17 calls. Don't even get me started on the amount of times the phone was put down!

Oh and the phone message that began, we're not quite sure when it happened but at some point over the last day your grandmother broke her leg. She had complained of a little pain but we only noticed it this morning when we rolled her over. Another 24 calls later, I was told they may not operate. Then they did, after a call that more than implied they thought she wouldn't make it through. 64 calls later, gets me to a point where I am still asking to speak to a doctor. It's a disgrace, especially now she's not eating, drinking or taking her medication. To be fair, I guess I should take it as a positive thing they noticed.

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Responses

Response from Julian Hayman, Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello Robyn,

Thank you for your feedback which we received via the Patient Opinion website.

I am sorry to hear about your experience regarding communication about your grandmother whilst she was in Nevill Hall Hospital.

I would suggest that you contact our Putting Things Right team so that they can look into the matter. You can email your concern directly to the Putting Things Right Team at Puttingthingsright.ABHB@wales.nhs.uk

Please include the following information in your email:

•your full name

•address

•telephone number

•the name and address of the patient

Regards,

Sharon

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Update posted by robyn (a parent/guardian)

I already have! Today, to add to the story I phoned for doctor... as of 23.02 still waiting for call back, but it's ok as the hospital phoned my cousin to tell her my grandmother is now dying, so my cousin left me voicemail to that effect, so that my grandmother doesn't die alone because she's local and I'm not.

So the thought of that message on my phone made me phone the hospital, back to the doctors office where I was more angry and upset and the woman put the phone down on me.

As she is representing Neville hall, plus the nurse letting me know third hand of the imminent death of my grandmother how happy do you think I am? Seriously, beyond shocking.

Response from Julian Hayman, Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello Robyn,

I am sorry to hear that you are still having problems with communication regarding your grandmother.

I have spoken to our Putting Things Right Team, who have confirmed that they have received communication from you. I have forwarded your update post which we received today and the team should be in touch with you directly.

Regards,

Sharon

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