"Communication training needed"

About: Pinderfields General Hospital

I visited A&E at Pinderfields by ambulance with my fiancé with a head injury,we arrived at 5am. Staff in A&E were professional and polite with a nice bedside manner;they explained the investigations that were needed in an understandable way.The porter was lovely. Most of the wait was minimal until the last investigation we waited for-an MRI scan-which took 9 hours.We waited 1.5 hours to get some water during which time I'd asked 3 times and on each occasion there were lots of staff sat around. At 12 noon my fiancé was told there was a bed available for him and he was to be moved. We didn't understand why he was getting a bed when he was waiting for an MRI scan. At 1pm my fiance was moved to the acute assessment ward and left in the waiting area as the bed was not ready.He was in a lot of pain,tired and hungry and made to wait until 3pm before being told he could use a bed in a side room.During our wait I asked to speak to someone in charge 3 times and was directed to the Head Nurse.She seemed to be doing a pretty good job but the reason I had to ask to speak to her 3 times is because each time we spoke she'd said she'd look in to what was going on for us and "be right back" and there was a 30 minute wait in between each conversation,then when I spoke to her the next time it was as though I was talking to her for the first time as she didn't appear to recollect our earlier conversations or make any reference to them. She told us there were no beds available and that when patients arrive on that ward they all have to wait for a bed,I explained we'd been told there was a bed which is why we've been moved but apparently this was incorrect information. At 4pm we were told-after asking-that the reason my fiancé was being given a bed was because they wanted to keep him in for observation for 24 hours because of his head injury and that this is standard practice-so they'd known this was their plan all along but failed to tell us;it took us 11 hours to find this out and it was really important as we had plans we needed to change and caring commitments we needed to arrange. Although waiting times aren't desirable I think they can be bearable if staff explain what's going on.I think staff need to put themselves in your shoes to consider that you need information because although the reason for visiting the hospital is your priority you do have a life outside of that which you need to sort out.If you tell someone you'll be right back then you need to be right back or you need to be more realistic with your language.As the carer of a patient,feeling massively anxious you hand on staff's every word. At 7pm my fiancé was discharged (less than 24 hours after his injury) on his own as I had gone home to organise caring needs.He was left wandering around the car park.I can't believe they discharged him before they were due to,on his own and didn't inform me of which symptoms to look out for in case his condition worsened.I find this disgusting.

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Responses

Response from Pinderfields General Hospital

We would be pleased to arrrange for these concerns to be investigated if the patient would like to contact us directly with the appropriate details. The email address is pals@midyorks.nhs.uk

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