"Lack of communication"

About: Monklands District General Hospital / General Medicine

(as a carer),

Wife was admitted to hospital with a referral from doctor was kept in for scan was told she was being kept in waiting for bed in ward 21. Wife was very bright on the Tuesday night when visiting when I asked about the scan was told she had got it and were waiting for results. Tonight (Wednesday) she's still in ERU unit nurse that took blood pressure was asked if someone could speak to me about her as she was worse and I wanted to know why. While I was waiting a porter came to take her to ward 21 nobody bothered to tell her or me about this l had to pack all her things away to take up to ward still nobody came to help or tell us what was happening. When we were in ward 21 I asked them about my wife and what was happening the nurse checked notes and said it looks like she has had another stroke. As my wife can't communicate after last one 4 years ago I feel badly let down that no one could be bothered to tell me.

We had called twice to ask how she was but nobody seemed to notice that she was worse than the day before when you ask for someone to speak to you they don't bother. I do understand that the department is very busy but it only takes a minute to tell someone that doctor or nurse will speak to you later but to not tell you she's going to another ward when they must have arranged this is very poor.

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Responses

Response from Margaret Barbour, Service Manager, Emergency & Medicine Directorate, Monklands Hospital, NHS Lanarkshire

picture of Margaret Barbour

Dear Moviecafe,

Thank you for taking the time to post your Patient Opinion. I was concerned to read of you experience within Monklands ERU and I'm very sorry that it was not a more positive one. This is not the service we aspire to deliver at Monklands Hospital

It is important for the Nursing and Medical Team to learn from patient experience and I would be grateful for the opportunity to investigate this further on your behalf. If you would be happy for us to do this please contact Patient Affairs on 01236 713065.

We look forward to hearing from you.

Kind regards

Margaret Barbour

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Update posted by moviecafe (a carer)

Thanks for reply I will make contact by phone on Monday.

Update posted by moviecafe (a carer)

Further details when I contacted them on the Monday very helpful phoned me back said person would get in touch with me on the Tuesday.

I phoned again on the Friday as nobody had phoned me back. I was phoned back by a member of staff who apologises and deals with complaints said things were being put in place that would help.

I was happy at the time as wife was discharged on the Monday but was admitted again on the Thursday. The following week I raised concerns that my wife was getting more agitated and aggressive. Someone from another ward came to see me, listened to my complaints and said she would follow them up for me but as it the weekend to give her to the Monday to get things moving.

This Thursday I get a call from a member of staff again to say that they've been asked to look at my complaint by this person and it's now another weeks went by and I've got to explain everything again. I feel very let down as they never contacted me to say that someone else would be looking at the complaint. Again no communication.

I will post the reasons for my complaints when I speak to the consultants this week.

Response from June Delaney, Senior Nurse, Medicine, Monklands Hospital, NHS Lanarkshire

picture of June Delaney

Dear Moviecafe,

Thank you for taking the time to post your Patient Opinion. I was very concerned to read that no one was in touch with you following your meeting on the ward.

Learning from patient experience is very important to us and I would be grateful for the opportunity to investigate this further on your behalf. If you would be happy for me to do this please contact the Patient Affairs Manager on 01236 713065.

We look forward to hearing from you.

Kind regards

June

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Update posted by moviecafe (a carer)

Had conversation with June today very helpful and I'm happy with the response.

I would also like to thank all the nurses for the kind and caring way they look after my wife in ward 19 thanks

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