"Total Lack of Communication Causes Inefficiency"

About: Royal Blackburn Hospital

My Uncle was admitted via A&E onto Ward C3. I noted lack of communication between the nursing staff on the ward, physiotherapy and Occupational Therapy. Mixed messages were given to relatives and my uncle, in his 80's was going to be discharged with a disjointed assessment and no care plan. CQC highlighted unplanned discharge as a weakness in the last inspection. I visited the ward and spoke to an Occupational Therapist, someone from Age UK and the sister. Result...he was transferred to Burnley. If I hadn't intervened he would have been discharged with no plan in place and put at risk. The hospital's procedures for planned discharge look good in theory but are not being adhered to in practice.

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Responses

Response from Royal Blackburn Hospital

Dear Anonymous Many thanks for your feedback on your experience of care for your uncle on the C3 ward, and thank-you for taking the time to do so. I will make sure your concerns about communication and discharge processes are passed onto the team. I am very sorry to hear that your recent experience with us wasn't what you expected in relation to the discharge processes as we always strive to deliver safe, personal & effective care. We have recently been undertaking a lot of work around supporting people to go home safely and as soon as possible, as we know this is where people prefer to be but feedback is always useful to understand where this can be improved. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor experience for you and your uncle we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. Many thanks for taking the time to comment Wendy Stobbs, Senior Patient Experience Facilitator

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