"A total shambles"

About: Diana, Princess Of Wales Hospital

Whilst each individual staff member was absolutely fine if not good, the systems within this hospital completely lack cohesion and as a result the standard of overall care is extremely poor. It would seem that the handover process is unresolved since not every member of staff knows what is going on with the patient, most nurses having to read the notes out to you to tell you what is going on. The consultant who looked after my mother promised a post-operative MRI scan prior to discharge, yet apparently this is not possible until 6 weeks post operatively (surely he should have known this?). I researched gall-bladder surgery prior to my mum going in and told her she would have to go on a fat free diet after the operation. She asked staff about this upon admission and was told she could eat whatever she liked. After 6 days and lots of discomfort she is finally told her diet must be fat free but there was no visit/appointment with a nutritionist at any point despite having gastro-intestinal surgery (eh? whatever happened to nutritionists?). My thoughts are that a little bit of clear discussion and clear handover amongst staff would go along way, as would a clear procedure (in the old days they gave you an information sheet before admission). Staffing levels were extremely high and yet no-one seemed to have much of a clue about anything in any cohesive way. I know of other hospitals with a less than perfect staff to patient ratio where they are able to provide a better standard of care simply because their communications skills are properly exercised. This hospital seems to have a serious management problem which is a shame because the staff are actually good at their jobs and very nice people.

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Responses

Response from Diana, Princess Of Wales Hospital

Thank you for your feedback, I'm sorry to hear about this experience. Please could I ask you to contact our patient advice and liaison service so they can look into this? You can reach them on 01472 875403 or nlg-tr.pals@nhs.net Regards, Sarah Mainprize