"Severe Lack of Communication"

About: Whiteleaf Centre

My brother was admitted to the Whiteleaf Centre on 25-12-15 and has been there almost a week. On arrival we as family were not spoken to by the staff to explain the rules of the centre or given any reassurance that he would be assessed as soon as possible in order to ascertain a care plan for weaning him back onto his Meds. The staff give mostly one word answers and do not explain what is going on with my brothers care.

Last night my brother did not receive the medication he should have and it wasn't until 1 am after a distressed phone call to my mother it was ascertained that the nurses did not have the prescription to be able to issue his Meds.

It is incompetence on their behalf that the nurses in charge of his care did not notice the absence of his prescription until reminded by the patient himself! When I rung up this morning to find out the facts I was given one word answers by an unhelpful nurse and when I pushed the point to get answers they became very rude and patronising. I am not at all reassured that my brother is being looked after with care and diligence.

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Responses

Response from Whiteleaf Centre

Thank you for taking the time to provide feedback with regards to your stay at the Whiteleaf Centre in Aylesbury. We are very sorry to read about your experience but we are very keen to hear about it so we can improve our services. We would welcome you contacting our PALS team so we can look into your concerns in more detail. Please either email PALS@oxfordhealth.nhs.uk or call 0800 328 7971.

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Response from Sarah Woods, PALS officer, Complaints & PALS Team, Oxford Health NHS Foundation Trust

Thank you for taking the time to provide feedback with regards to your brothers admission to the Whiteleaf Centre in Aylesbury.

We take all feedback about our services seriously and I would be grateful if you could contact the Patient Advice and Liaison Service (PALS@oxfordhealth.nhs.uk) or on 0800 328 7971 so that we can work with you to ensure we learn from your experience to improve the service provided.

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