"lack of communication"

About: Blackpool Victoria Hospital

I am a friend with power of attorney of a 93 year-old ,Joan, suffering from dementia.She was recently admitted to Blackpool Vic suffering from heart-related conditions and was taken initially into the acute-medical unit. Unfortunately, Imyself became ill at that time and was not able to visit though I had visited her two days before admission and we were able to hold a coherent conversation. I sincerely wish she had never been admitted. Lack of communication between us and the hospital was appalling both for me and the nursing home. Every obstacle seemed to be put in our way.There was an obvious reluctance to answer the phone at the hospital. if I did get through information was sparse : 'The doctor was coming...' ' the nurse in charge was busy and would ring back'...That never materialised.

We live in Manchester .The day before discharge my daughter ( a health visitor ) accompanied my 81 year-old husband to see Joan- they were her only visitors in those days .What they found was a bewildered , frightened lady unable to recall her own name.Discharge papers were on her bed. She then had to wait twenty-four hours before medication and transport were arranged. All in all it was a very unhappy experience for her and reflected very badly on the hospital. My husband and daughter feel the best part of the Vic is the car-park facility. Please God we don't ever get admitted to Victoria Hospital.

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Response from Andrew Heath, Lead in Patient Experience & Engagement, Blackpool Teaching Hospitals NHS Foundation Trust

Thank you taking the time to share your recent experience at Blackpool Victoria Hospital.

I am sorry that the level of service that your friend Joan and you received was not at a standard we would expect to deliver. I am also disappointed that you found that Joan’s discharge was not as organised as it should have been and that it left her feeling bewildered and frightened.

I will share your experience with the division involved so that they can share this with the respective teams.

It is important that we try and learn from the experience you have told us about so that we can make improvements; it may also help if we can provide a more detailed and individual repose to the concerns you have raised. If you feel that this would help please can you email a member of my team at patient.relations@bfwhospitals.nhs.uk.

I am sorry truly that this was not a positive experience, and I would like to thank you once more for taking the time to post.


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