"Poor Administration"

About: Lincoln County Hospital / Accident and emergency Lincoln County Hospital / Ophthalmology

(as the patient),

Information not being transferred between depts/ staff.

Member of family was taken into A&E at approx 1:30am recently and located on ward until 7:00 pm the next day.

Additionally my own experiance following excellent eye operation as day patient that was very smooth but a complete failure on follow up administarion with appointments.

First class medical support and action undertaken both by ambulance, A&E and ward staff for member of family. Unfortunately the administarion side of events has not improved since many visits previously with both myself and family members.

Firstly A&E visit and ward

First blood taken within A&E were lost and a second amount had to be taken causing additional stress to an 87 year old lady. All medication being taken by the lady were explained to the staff on A&E by the ladies daughter and these were noted on the sheets.

On visiting the next day by the daughter discussions with the nurse on the ward it became clear that they were unaware of the all the medication. The daughter of the patient had to inform the nurse who apologised and then proceded to correct the error by giving the additional medication.

On day 2 we were informed at 10. am that the patient had passed the tests and able to be released. However the Doctor would have to contacted to authorise release. It seems that many telephone calls were made for a doctor but it was not until 6:00pm that this was undertaken by the Doctor to release the patient.

A question needs to be asked was an hospital bed availability being held up and was it not possible for a senior nurse to have authority to undertake the action?

Eye operation follow up. ( Myself )

At end of March 2015 I had a cattract operation that was excellent and was informed that there would be no follow up appointment. 3 weeks later I received an outpatient appointment for the end of April. I tried by telephone to find the reason for appountment but unfortunatly staff were unable to inform me only that it was a Glaucoma clinic on that day. Then I attended an eye check with my optician for new glass following operation. The optician informed me that my eyes seemed in perfect health with no trace of Glaucoma.

I attended the appointment as booked, only to find that the staff did not know also why I was attending after I had asked the question. Even after some telephone calls they were unable to answer the question as they did not have all my notes. I was offered a MOT or return home and they will try and find why the tests were needed especially as the optician now had declared my eyes had no trace of Glaucoma.

I chose to return home and wait for an answer?

As you will see from above poor administration on both occasions that I see in comparison to previous visits no improvement.

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Responses

Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

Thank you for taking the time to give us your feedback; I will try and pick up the key issues for you but would like to reassure you that I have also circulated your story to senior teams across the hospital to share your experience;

Appointments - these have been a challenge and we are aware that a number of patients have been (understandably) dissatisfied; we are working hard to sort out the capacity issues we have with clinics but please remember if you have any problems then don't hesitate to contact our PALs team who will help sort things out for you.

Discharge - I can understand the frustration with waiting for the doctor prior to discharge; there are some occasions when a senior nurse can make the decision but this cannot always be the case. You are right that a bed was essentially held up in this intervening time but it was clearly important for the doctor decision. We have a number of projects and improvement programmes underway looking at our discharge processes so hopefully going forward delays such as these will be minimised.

You are right that some broad administration processes need to be tightened up and when you read your posting it highlights how little things here and there make a huge difference. Your story has been really valuable to us - thank you again for taking the time to tell us about it.

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