"My 84 year old mum becoming ill and being taken to Hospital"

About: Pinderfields General Hospital / Vascular surgery Yorkshire Ambulance Service NHS Trust / Emergency ambulance

(as a relative),

Mum was feeling unwell and had slight right sided weakness, I phoned the emergency services and an ambulance with a paramedics Vanessa and Vicky attended to her at home. They were efficient, calm and very kind to mum, thanks very much.

We went to Pinderfields Wakefield and spent the evening in A/E where the staff there were great. She was admitted to AAU that night and we visited the next day. Firstly it took me 4 phone calls and a long time to get through to different areas to get to know where she was, staff said they did not get her records transferred from the paramedics although it all went onto the computer in the ambulance with my contact details.

Once on the ward I asked a nurse at a desk what was happening, she did not look up at me when I said "excuse me" she just retorted "yes? " This I found extremely rude.

Mum was in four days and no one made any effort to speak to me about what was happening, I asked to speak to someone on discharge in the discharge lounge and the reply was that I may have to wait a couple of hours to speak to anyone! A passing doctor on the ward whilst attending to another patient put his head around a curtain and said mum had evidence of old TIA's but I couldn't get the information I needed to be able to support fully.

It wasn't till discharge that we were told she would have a carer service for a few weeks, again no explanation of what this consisted of was given as the discharge nurse only deals with discharge and nothing else, didn't have any information (her words )! On discharge staff told me there was no NOK on the records so they had difficulty contacting me! I gave these details in the ambulance and if not on the records why didn't someone ask when I was visiting?

These issues made the experience more stressful than necessary and could have been simply dealt with if good communication with family were taken into consideration.

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Responses

Response from Paul Jepson, Patient Liaison Manager, Mid Yorkshire Hospitals NHS Trust

Dear MMB

Thank you very much indeed for taking the time to provide this feedback. We appreciate your positive comments and apologise for the communication problems you encountered.

I have passed your comments on to the relevant service areas and will be pleased to arrange for the matter to be formally investigated if you would like us to do so.

The contact email address is pals@midyorks.nhs.uk

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Response from Jacqueline Taylor, Patient Relations Manager, Yorkshire Ambulance Service NHS Trust

Dear MMB,

Thank you for your feedback regarding Yorkshire Ambulance Service paramedics. We always ensure that positive comments are passed to individual staff members wherever possible, therefore, if you would like to contact our Patient Relations Team with further details this will enable us to identify the staff involved. We would also be willing to look into the matter regarding effective communication and check that the information provided to our staff was passed appropriately to the hospital in line with our procedures.

The Patient Relations Team can be contacted on 0345 1220535 or at patient.relations@YAS.nhs.uk

Regards,

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