"Major concerns of care at Doncaster Royal..."

About: Doncaster Royal Infirmary

My 84 yr old mother attended A&E dept after a fall at her care home with a head/eye injury and 3 hours of laying on a stretcher and a complaint by a family member a doctor finally examined her. After examination mum was sent back to the care home at 3am in the morning. The next day my mother was very confused and upset so the care home asked advice from the local doctor who immediately arranged for her to be sent back into hospital concerns over concussion. The hospital decided to admit her after doing Xrays but it took 6 hours of laying on a stretcher in A&E before a bed could be found at 3.45am. She was eventually moved again the next day to Ward 16 stroke unit. The staff were very positive with her. Family members spoke to a doctor and were told that they were trying to get her on Sterling ward as mum had dermentia and this was the best place for her whilst in hospital. There was not a bed at the moment but her name would go down for the next one. We were also told that they would refer her to the social services and have mum re-assessed for her needs and a care plan agreed as the doctor said she would need nursing care and that they would help to arrange this. We were told we would be involved with any decisions about care. 5 days after being admitted the nurse in charge told a family member that mum was ready to be sent back to the care home but they would not accept her back until they had been to assess her. The nurse said we need the bed as there was a shortage in the hospital so they would try and find her another care home until her original one was ready to take her. We did not agree with this and said they were not to send her out until she had been re-assessed for her needs and a care plan agreed. So mum was kept in on the same ward. 2 days later Mum's care home contacted a family member to say the hospital had rung them to say that mum was medically fit and would they go and assess her for return back to their care. The family had not been told that there had been a change of mind on her care changing from nursing back to residential. After speaking to the nurse on the ward they confirmed the change of care needed and the time and date of this assessment which was to incluurde the IDP team. 15 mins after the arranged time we were informed that due to an emergency the care home could not make the appt. We asked about the IDP team and they said they did not know they were meant to attend. The day after mum had an appointment on ENT dept. We checked with the nurse on duty about the arrangements to attend this and they confirmed arrangements for her to attend at the allotted time. Mum arrived late to the clinic and the doctor had left so she could not be seen. During transfer to a wheel chair for this appt. mum knocked her leg and now has a skin tear. A family member complained to the clinic and the sister on the ward. Mum has seen 1 doctor in 10 days. Surely she deserves better treatment than this. I await your reply.

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Responses

Response from Doncaster Royal Infirmary

We are sorry to hear that your experience at our hospital did not meet your expectations and would like to reassure you that we will look into the matters raised. We urge you to contact our Patient Advice and Liaison Service (PALS), where we can discuss these matters with you in confidence and gather the extra information that will help us speed up our enquiries. PALS can be contacted by phone or email on: Tel: 01302 553140 Freephone: 0800 028 8059 Minicom (Text Talk): 01302 553140 Email: pals.dbh@dbh.nhs.uk Thank you.

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