"Neighbour in patient"

About: Epsom Hospital

Our neighbour was admitted to hospital on Friday 30th September 2016. We first heard of this with an answerphone message we heard on arriving from work. I rang the hospital to be told thmere was no-one of that name. Despit ethe fact that I gave the address she could still not be found. I did realise that she uses another first name, but it amazed me that it took forty minutes to find a patient even knowing the surname, address and time of arrival at the hospital. No-one was able to give me any ilnformation on her situation that evening.; The next day I rang in morning to be told she had been discharged overnight. I was very distrubed as there was no-one at home. Finally I rang again to be told sorry she is in the Acute Medical Ward. She is elderly and we could have been trvelling a long way to see how she was. Twice I tried to ring for p'rogress to be told no-one could answer the phone. A tird time i was told the nursing staff are changing over and couldn't answer. All I wanted to know was progress and let her know we were looking after her house etc. I am not surprised the score on ilnspections as customer care or even basic uknderstanding stems from good or poor management and your latest review clearly shows it is at the poor end. It does seem that the hospital urgently needs custome care training and a better IT system or training on how to use the current system. What a shame as I am sure as any hospital patient care is the heart of what is done.

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Responses

Response from Epsom Hospital

We are sorry to hear you had so much trouble contacting us to check on your neighbour, David. We'll feed this back to our switchboard team.

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