"Getting my elderly father to hospital ..."

About: Worcestershire Royal Hospital

What I liked

Getting my elderly father to hospital by ambulance was excellent

What could be improved

I travelled by ambulance with my elderly father to A&E as his main carer. Once at the hospital, it appeared as if I didn't exist, and I completely support the views of the last comment left on this website, which expressed the view that no-one communicated, and we just had to go along with whatever routines were in place, and don't expect to have any information given, or questions answered.

As my father has a dementia, he is unable to remember key pieces of information. I was asked to wait until the doctor could see him, so that I could help with this information. I was of course happy to do this, but did not expect to have to wait 4 hours without any further explanation or information. Once transferred to the ward after it was decided to admit him, I waited at his bedside for a doctor to arrive. No-one spoke to me. At some point all the staff seemed to disappear. I eventually found them all in their office space where I stood for 10 minutes being ignored. Eventually someone said 'can I help?' I explained the situation to be told that they were changing shift and he would not be seen for at least another 30 mins. At this point I left totally exasperated by the whole experience.

I 'phoned for more information this morning to be told that this was 'confidential' and that I would have to wait until visiting hours. I wonder who else is interested in my 89 year old father whose relatives and friends are all gone? As his sole primary carer, I would have thought the hospital would be pleased that someone is looking after his interests.

Anything else?

Yes, a little respect please - and at least a modicum of information for carers.

Story from NHS Choices

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Response from Worcestershire Royal Hospital

We are disappointed to hear about your experience at Worcestershire Royal Hospital, as well as those who have commented previously.

We are always keen to hear about the experiences (good and bad) of our patients, their families and friends so that we can make improvements where necessary, and likewise, learn when and where we are getting things right.

We make every effort to remind our staff of their responsibilities towards everyone who comes into our hospitals. As an example, we currently have 100 NHS Constitution Champions made up of staff from all areas who are empowered to challenge inappropriate behaviour amongst their colleagues, and commend excellent standards when they see them.

While this does not alter your less than satisfactory experience, we very much hope that experiences such as your own are the exception rather than the rule. We will be taking you comments on board.

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