"Lack of thought to family and their concerns"

About: Broomfield Hospital / Accident and emergency

(as a relative),

My mother was brought into a and e after having a fall in the middle of the night. At no time during her time in hospital was I phoned to even inform me of her arriving or that she was being admitted. Every time I phoned I was told they could not discuss my mother over the phone. I was told on the 3rd day she was being discharged home as medically fit I asked if a care package was being put in place and was told by a ward clerk that it was my job. I explained that it was not my job and that the hospital should be arranging it to be told it's not our job.

Now although I do appreciate how busy a hospital is I feel that my concerns where not acknowledged. And I was asked to come and collect her when I live in ashford Kent not around the corner. And due to my responsibilities to my patients and their care I was unable to drop everything to visit my mother whilst she was in hospital. Some information would have been good, but all I ever got told was she staying another night or she going home. And the only phone call I got was when I asked to be phoned. I appreciate my mother is stubborn and refuses to stay in hospital once told she can go home.

Very saddened to complain and have never done so before but I feel that because I was only on the phone and not in person was not given enough information to stop me from panicking about my mother's condition and what was being done for her. I believe she will fall again because it seems impossible to get assistance due to lack of carers in the community

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Response from Broomfield Hospital

Thank you for the feedback. We appreciate that we do not always communicate well with our patients, relatives and carers. We are working hard to improve this and other key areas that relatives such as yourself have raised. We do appreciate all the feedback that we get.

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