"Good care but need more information"

About: Royal Derby Hospital / Emergency department

(as a relative),

Mum was admitted at A&E via ambulance/paramedic.

Care was superlative although very protracted and we were not really kept informed of timeline, what was going to happen.

A&E was not busy and Mum had very attentive care. Medical assessment was more busy, however, level if care was reasonable and staff Oliver and a Suster were so attentive to Mum's needs.

However, we were only told on a need to know basis of what was happening and we always had to ask. Mum is a retired Headmistress as is and was whilst in hospital very lucid and she is very intelligent.

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Responses

Response from Derby Teaching Hospitals NHS Foundation Trust

Firstly, may we apologise for the delay in being able to respond to your feedback, which in the main was due to some technical difficulties we have been experiencing. We were pleased to hear that you felt your mothers experience during her recent stay with us was mainly positive, but sorry to hear that you felt communication and indeed, the standard of the information provided to your mother in both the Emergency Department and on the Medical Assessment Unit, could have been improved. We sincerely apologise for this and will certainly ensure this feedback is shared with the relevant staff in these areas. However, without more details, we are unable to respond more fully, but if you feel this is something you would like us to do, you may wish to consider contacting our Patient Advice & Liaison Service (PALS) on Freephone 0800 783 7691 or via email on dhft.contactpals@nhs.net, who would be to assist you further.

Many thanks once again for taking the time to provide us with this feedback and may we take the opportunity to wish both yourself and your mother our very best wishes for the future.

Kind regards

The Patient Experience Team for Derby Teaching Hospitals NHS Foundation Trust

Response from Royal Derby Hospital

Many thanks for your kind comments regarding your Mother's visit to our Emergency department and stay on the Medical Assessment Unit in January 2015. Unfortunately we were only made aware of this review on 14th May 2015 via the NHS Choices website, so please accept our sincere apologies for the delay in being able to respond. We were pleased to hear your positive feedback regarding the care and treatment your mother received and will certainly share this information with the staff concerned. However, we are extremely sorry that communication and keeping you informed as to progress during your episode of care was clearly poor on this occasion. Again, this fact will be shared with the staff in both these areas so they can reflect on this experience and be more mindful in the future of how important it is to our patients to keep them informed of what is happening and what their care plans entail. Please accept our apologies for this communication failure and for any undue upset this may have caused. Once again, thank you for taking the time to share this information with us and may we take the opportunity to wish both yourself and your mother our sincere best wishes for the future. Kind regards The Patient Experience Team for Derby Teaching Hospitals NHS Foundation Trust

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