"Anything good was wiped out by the 6..."

About: Lister Hospital

What I liked

The doctors assessment was very thorough - it's only a pity that as my mother had only been discharged in September after a 4 month stay that her previous history was not actually available electronically. One tends to loose faith having to repeat everything over and over again.

What could be improved

Communication - between the staff and between the staff and patients. Despite the fact that the nurses were aware that my mother had carer support she was given no attention to her personal needs and as I sit here waiting for transport to arrive no-one has seen fit to check her pad which she has been in since yesterday. I had to request that her catheter was emptied.

The biggest thing that could have been improved that having been told she was discharged at 530 pm because she required transport being totally imobile, initially the nurse was told to phone back 2 hours later to see where she was in the queue. At 9pm after voicing my concern we have been given the update that the transport is coming from barnet, with a drop off at QE2so should be here between 10 and 11pm - so here's hoping we actually get home by midnight - great treatment for someone who suffered a violent but short-lived and without concequence fit at 945am this morning.

Anything else?

This experience has not been pleasant.

Would also like to comment that the surgeons could do with some lessons in patience towards challenged patients as I witnessed a show of arrogance from one surgical registrar which was uncalled for.

Also not looking at patients does not mean they cannot see you.

I would also advise better labelling if the triage and minors and majors doors off the waiting room - it is very confusing for those waiting. Also being asked to knock on the door go majors and wait is not the best when you are a first time visitor to the department do you really don't know what the prcess us.

The waiting room in the a&e ward is a poorly converted bedroom with no TV, windows or other facilities- hideous.

PTS service us a joke - when we arrived there were 2 poorly ladies shivering in their nightclothes and crying because they had waited so long for transport to get them home to what they would consider was their place of safety.

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Responses

Response from Lister Hospital

It seems there has been much about the experience you and your mother had at the Lister recently that deserves to be looked in to further. If you are willing, we would encourage you to contact us at generalenquiries.enh-tr@nhs.net. This will then allow us to establish the precise services that you experienced, so that your concerns can be investigated with the aim of ensuring that lessons are learnt and services improved. Hopefully you will give us that opportunity.

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