"Communication Dire"

About: Queen's Hospital (Romford)

Queens was asked by family GP for an urgent scan for an older relative, the request was chased up several times by GP & family but was ignored by Queens for almost 3 months. When scan was completed urgent blood tests were taken the same month but ongoing mention of worsening pain was repeatedly ignored by doctors over several months, including during numerous trips to A&E from where our relative was discharged each visit at various times night and day including being told to take the bus home in nightwear after a seizure. A scan of the pain area was finally ordered 8 months after the initial delayed scan. It showed cancer that was too late to treat. Our relative had a fall and needed stitches following admittance to a ward. Queen's discharge team and nursing manager pushed constantly for our relative to be removed from the hospital. Messages were passed on to relatives by various staff, often conflicting about the same issue. Too many staff did not know what had been agreed, were not briefed on changeover or simply did not read our relative's notes. From the patient's point of view he was always dealt with politely, but from family members' point of view it was a communication nightmare.

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Responses

Response from Queen's Hospital

I am sorry to hear that you feel there has been a lack of communication between our staff about your older relative. To be able to look into this for you, I am going to need more details. Please contact me via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Stephen Burgess Medical Director

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