"May 2015"

About: Queen's Hospital (Romford)

The level of care is poor, disinterested staff, when passed to palliative care you are expected to wait two or three days before the team makes contact. When you are advised by a clinician that nothing can be done for your loved one and they have less than two weeks to live, you do not expect to wait three days for the palliative team to make contact. An appalling service, and a total lack of care and consideration for the patient and family. Clinicians advise one thing and when you meet the next one for an update you establish the previous update has not been included in the records. You are then given conflicting statements, when you challenge they advise , I was not aware as no update in the notes. If you are told you are going to die and a team will come to see you to help ensure you are pain free and comfortable in last days, you do not expect to wait three days before they turn up. This is despite numerous requests to the clinicians for an update on when they will arrive. An example of the care you can expect is a doctor advising at 11:00 that a stomach drain (through the nose tube) should be fitted, at 15:30 it is fitted, at 18:20 it is accidentally pulled out when patient goes to the bathroom, staff advised straight away, staff chased 1 hour later, chase staff again 1 :45 later, then call at 21:00 and speak to ward sister as still not fitted to be advised they have changed shifts and have other priorities. The drain was only fitted originally at 15:30 after the patient was sick, the drain would have prevented this. The level of care is atrocious, if it were the staffs family member I am sure the support would be different If you avoid this hospital please do so Avoid this hospital if you can.

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Response from Queen's Hospital

I am very sorry to hear of the experience and that there seemed to be a lack of communication from the staff. I can appreciate how concerning this must have been. I would be grateful if you could provide some more information and contact our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk so that these issues can be addressed. Yours sincerely Nadeem Moghal Medical Director

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