"Terrible communication"

About: Manchester Royal Infirmary

My 93 year old aunt was discharged yesterday from ward 45 . She arrived back home with the wrong care plan which the discharge coordinator had put in place for her . Not only that but they had also failed to fit a key safe ( or inform us that there had to be one ) so total confusion and distress ensued as the first carer was due that evening .and she lives alone. Luckily my husband located a b & q nearby and purchased and fitted it just minutes before the carer arrived . What should have been a gentle and pleasant welcome home turned out to be a day of stress for her and us . Nobody spoke to us in any detail about her needs and subsequent care plan and we feel very let down by the so - called discharge co-ordinating team . She is 93 and has been independent all her life , everybody deserves to be informed especially the vulnerable . .We would like to know why this was allowed to happen .

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Responses

Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Mrs Branney, Discharge Services Manager CMFT, was extremely sorry to hear that you experienced an unacceptable breakdown in communication from the ‘Discharge Co-ordinating team’ and that your Aunt's discharge appears to have been ineffectively co-ordinated and for this she sincerely apologises. Mrs Branney recognises that the current processes with regard to discharges at the MRI can often lead to assessments being undertaken by multiple members of health and social care teams and that communication between these different teams is essential. To improve the communication between the Discharge Service and Social Services, the teams are currently working together to review the processes in place to prevent the events as you described and improve communication between the teams.

Mrs Branney, is keen to investigate your aunt’s experience further and identify the specific staff and teams involved in her care, she advises that she would be happy to meet with you if you so wish. A meeting would provide the opportunity for Mrs Branney to ensure that lessons are taken from both your aunt’s and your experience to help prevent a reoccurrence.

If you would be happy to meet with Mrs Branney and provide further details please contact the PALS service on 0161 276 4509. Please be assured that Mrs Branney will share your posted comments with the Discharge Team emphasising her expectation that they are aware of the impact this experience has had for you and your Aunt. Once again please accept my sincere apologies for the poor experience you and your Aunt of had of our services but please be reassured that we will do everything we can to improve our services for patients and families in the future.