"Inconsistent communication"

About: George Eliot Hospital / General medicine

(as a relative),

My mum is on Elizabeth ward and I live nearly 200 miles away. When I called to get an update I got an abrupt nurse try to tell me all was well, mum had her therapy visits and discharge would be by the end of the week. I was taken back as she had been in less than 24 hours, and was very poorly.

I asked to speak to a doctor and it was a different story. Doctor very helpful and answered my questions, but also listened to me and knew that I needed peace of mind. As healthcare worker myself in the NHS I felt satisfied with the doctors. And only came across this one nurse who wasn't prepared to talk, just wanted to fob me off I felt.

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Response from George Eliot Hospital

I am sorry that you found the infomation provided by a member of the nursing team to be unhelpful. As a healhcare worker you will understand the difficulty in providing information via the telephone but this is not a reason to be unhelpful.

If your mum is readmited at a future date the Trust uses a 'password' sytem to enable sharing inormation. Your mum will be asked to give a passwprd/queestion which you can quote when you call and this will confirm your mum's agreement to you being given information by telephone.

Staff should note the password in the medical reords and of course If your mum is still an inpatient she can be asked by staff to provide a password now.

If you would like further detail please call PALS on (024) 7686 5550. Regards Christine Longstaff on behalf of the George Eliot Hospital

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