"Poor communication"

About: Warrington Hospital

I am horrified as a relative of the way my sister has been failed by the poor communication and organisation of the staff. She was given a appointment to go for a biopsy on Tuesday as she will re attend next Wednesday to see the consultant with test results. She was to ring at 9 am to make sure there was a bed. On ringing she was told there was no bed and someone would ring her later, when after hours no one rang she rang to be told there was no bed and someone would contact her the next morning. Next morning no one rang and by afternoon when she rang she was told to ring the next morning, the next day when she rang she was told by the ward Clark that it wouldn't be that day but if she was willing to stay overnight they could ring her later to come in when a bed was available so she would be on the ward to have the procedure the next morning, by this time with her nerves strained from the wait she readerly agreed to this however no call came and as the procedure is only done in the morning I guess she won't be getting it done today either and as I very much doubt such tests are done at the weekend she will be waiting till next week if she gets it then, the ward Clark had also reassured her re the fact that she had not received an appointment for a heart scan that the consultant had requested that they would have it done while she was an inpatient. Now she was to see the consultant with all the test results on Wednesday, it seems that he will be seeing her with only her blood and CT Scan results as these are the ones that have been undertaken. This is not about the lack of beds both she and I understand the problems of bed shortages but it is about the poor communication re the situation and the lack of consideration re the emotional state of the person waiting for a test for something that the consultant had put down as suspicious X-ray and when you add in we have a brother undergoing treatment for cancer it adds to the stress level. My sister though upset is actually more tolerant of the situation than myself and I know that my disgust with the poor communication comes from the fact that I trained and worked as a RGN at WDGH many years ago so I see this as a fall in standards from when I worked there. My sister is unaware of my writing this as she says beds can't be made out of thin air but I am in agreement with that but I fail to see why her stress levels should be made worse by the hospitals poor communication. The staff in outpatients and those at the CT Scan were great but this lack of concern for the stress added tosomeone in a difficult situation is beyond belief and very dissappointing as the rest of the care had been great.

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Responses

Response from Warrington Hospital

Thank you for your message. You raise some valid points about how we contact patients and are sorry that the standards we aspire to were not met in this case. Yes there are sometimes issues with beds if there is an increase in emergency cases but calling the patients without them needing to chase should be a standard. If you'd like us to look at this further then please contact us via PALS at pals@whh.nhs.uk so we can look into it for you in more detail.

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