"Emergency admission, subsequent hip replacement and 2nd admission sepsis"

About: King's Mill Hospital / Trauma and orthopaedics

(as a relative),

Elderly care home resident admitted due to fall. Found to have fractured hip and admitted via A & E. All care received in A & E, majors and EAU very good, bed allocated to ward 11 in 3 days

Issues when in patient around communication and getting through to ward via switchboard on a number of occasions. Switchboard put me through to an extension that was not answered X 2. I was left 10 mins and no one checked I was on line and waiting. Rang back and put through this time to staff nurse who tried to transfer call and again this happened. Rang back 3rd time and I asked operator to monitor call to make sure I was not left again. I got through to a health care assistant who could not help me and unsure who was caring for mum to update me. I made the suggestion that given 15 mins had passed that she take my name and number and ask someone appropriate to ring me back. This she did, and 2 hrs later no one had contacted me. At 8. 15 at night I rang back and eventually got the nurse caring for mum, and no one had passed the message across.

I was unable to speak with mum as the phones on the ward are not mobile to take to patients bed or go with nurse.

I witnessed a lady bed bound being wheeled up the ward in an attempt to speak with her grandson. She was upset as during the manoeuvre of moving bed and equipment he was cut off. Due to this ladies condition, that call could have been the last opportunity of speaking with him - missed as no portable phone to take to bed.

Noticed also on mums care board, I often did not know who her care staff were as not written on each shift

Staff did not always introduce themselves - and say who they were with a name

Mum did not feel like she knew what was happening or involved in her care plan, who was coming when, physio follow up and next steps to go home

On leaving ward at 1pm was taken to the discharge lounge awaiting transport/meds home.

By 8. 30pm at night she had not arrived back to her care home when I contacted them. They were worried as would be on night staff numbers. I rang the discharge lounge to find out what was happening and told she was currently in transit.

I asked the person in charge if she felt it acceptable that a 75 yr old patient who had hip replacement and uti was waiting 7 hrs to come home? My concern was her fluids, nutrition and pressure areas being sat in one spot for this time. What on earth do they do over this time? Why was no one contacted to ascertain if perhaps a relative or taxi would be better as only a mile and half back to home. I was not contacted as next of kin to have the choice. The home told me that this was usual and they had received elderly frail people back at 9. 30 pm

My mum was only back in care home 12 hrs before collapsing and re admitted for sepsis and further uti. Not sure if she was checked to ensure her infection had cleared up prior to discharge or if sat waiting around for over 7 hrs in the discharge lounge contributed to this.

Once again wonderful attention via A& E and team and onto ward 24 for further 7 days. Not sure if this 2nd admission could have been prevented re all of the above.

As NOK felt like I was doing all the calling to find out what was happening and to be updated. Not sure if there is any discharge plan as the home seem like they are chasing up on physio care and community input.

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Responses

Response from King's Mill Hospital

Thank you for taking the time to leave feedback about your mother's recent experience and the problems you had with communications.

Keeping patients and their families and carers informed is important to us and we will pass on your remarks to the relevant wards and departments to help ensure this does not happen again.

Meanwhile, if you need to discuss things further please do not hesitate to get in touch with our Patient Experience Team on 01623 672222 or email:pet@sfh-tr.nhs.uk.

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