"My mum was admitted to HRI via ..."

About: Hull Royal Infirmary

(as the patient),

What I liked

My mum was admitted to HRI via A&E at the end of September following a massive stroke. The paramedics were superb, as were the staff on A&E. Mum was treated with dignity and respect whilst on A&E, and medics were honest about her prognosis. The staff on AAU were kind and mum was well cared for. She was transfered to ward 34 where the staff were exceptional, both nurses and doctors, decisions were informed and views of our family (and mums previous views) fully respected. She was given a side ward, open visiting and cares as needed. THANKS to you ALL

What could be improved

Nothing with regards to Paramedics, A&E, AAU or ward 34

Anything else?

The ward she is currently on is under-staffed with a heavy workload, and the resulting issues of handover difficulties, and lack of consultation between medical and nursing staff. There is poor communication with next of kin, and lack of inclusion in decision making. The majority of individual staff are super, but there are some 'bad apples' that overshadow which is a shame. The associated stresses upon our family have been huge, when all we want is good quality care, respect and dignity. Unfortunately our memories of mum will be marred by the constant stress of having to deal with the concerns we have, our energies should be focussed on spending quality time with her.

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Responses

Response from

Dear Concerned Daughter

Many thanks for placing your posting on the NHS Choices website. Please accept our apologies for the delay in responding. We are very grateful that you have taken the time to post such positive comments and we will ensure that the staff concerned are made aware of these.

However, we are also concerned about your additional comments about your mother’s subsequent care. We realise that the situation is likely to have changed since the time that you posted your comments, but would urge you to contact the East Yorkshire Hospitals Trust’s Patient Advice and Liaison Service to discuss your experience in more detail. They may be contacted either in person at Castle Hill Hospital or Hull Royal Infirmary, by telephone on (01482) 623065 or by email on pals.hey@hey.nhs.uk.

NHS Hull is the organisation responsible for deciding how money is spent on local health services [also known as commissioning], ensuring those services are of high quality and meet local needs. We value all feedback and if you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on 01482 335409 or email on pals@hullpct.nhs.uk.

If you would like to become more involved in decisions about local healthcare, all local health Trusts are recruiting ‘members’. By becoming a member you can receive advice on keeping yourself and your family healthy, find out more about your local NHS and help us improve local services. You don’t need any special skills or experience to become a member, you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose.

For more information please either email your.nhs@hey.nhs.uk or telephone 01482 675165.

Thank you once again for taking the time to provide us with your views on local services.

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