"communication"

About: Royal Derby Hospital

Mother in law was in 401 part of her problem was heart failure,urine infection and dementia. Beginning of this week we were first told on discharge she would go to London Rd,ward 6. by nurses, then told by OT she would go somewhere else where she could receive therapy, then by another nurse look at cre homes, then told she is going to London road and a social worker would liase with us with care homes. All within 20 mins. l then asked if the staff ever communicate. Today went in and was told she was medically fit to leave but no worries it would not be for a couple of days had we been looking at care homes,said no we were told not to on Monday, then told social worker would be in touch. The discharge lounge phoned mid pm and said might be a place at royal manor and would get back to us, at 4.45, l phoned ward 401 only to be told shes gone, not only had she been discharged, but allowed to go with no clothes. The impression given by management has to bee have patients that are confused, lets totally confuse the relatives. Communication between all department appears non existent. The 2 star ratings on cleanliness was pen and blood under bed for 3 days 1star for non communication 2 star for treating patients with dignity, when they wanted to go to toilet, a commode was taken out of the toilet, placed next to the bed curtains drawn, and the patient sat on it, while the ward was full of visitors for patients dignity, when toilets empty,why couldn't that be used?

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Responses

Response from Royal Derby Hospital

Firstly, may we apologise for the delay in responding to your review. We were very disappointed to read of your mother and indeed, her family's experience during her time in our care. We are extremely sorry for the upset caused on this occasion and for the poor and misleading communication that you received and we will certainly ensure that this feedback is shared with the staff concerned. However, without more detail we are unable to respond more fully, but if you would like this matter looked into more thoroughly, then please consider contacting our Patient Advice & Liaison Service (PALS) on Freephone 0800 783 7691 or via their email on dhft.contactpals@nhs.net, who will be able to assist your further. On behalf of the Trust, please accept our sincere apologies once again and many thanks for taking the time to provide us with this important feedback. Kind regards The Patient Experience Team for Derby Teaching Hospitals NHS Foundation Trust

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