"Ward 12 poor staff communication"

About: Northumbria Specialist Emergency Care Hospital

Rang for an update on my mum who has respiratory failure , heart failure and kidney disease . I was told she had a good day and was getting better when I had been earlier in the day to visit her to be told by docs she was deteriorating in which I told the nurse this and their reply was , em am really sorry I've never updated my self with your mums notes.

Why give you false hope . The staff also seem to be standing around a lot and not attending to patients buzzers . I hope I never need any treatment there I've lost all confidence in them .

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Response from Northumbria Specialist Emergency Care Hospital

Dear Clara Bell

I am so sorry that you were given misinformation on an update for your mum’s condition, and for any subsequent distress this would undoubtedly have caused. I have passed your comment onto the ward concerned so they can look into this further and help ensure it doesn’t happen again.

We know that our staff are incredibly busy so I’m very surprised you perceived them to be standing around a lot. We will look into this as we don’t want anyone leaving any of our wards with this impression.

Thank you for your honest perceptions, these are extremely useful and we will use these to shape improvements. It would helpful to talk to you in person about your experience. As I don’t have your details could you please contact the Patient Advice and Liaison Service on 0800 032 0202 who will work with us to help rectify your concerns.

With kindest regards

Claire Riley,

Director of communications and corporate affairs