"Disappointing and stressful for patient..."

About: New Cross Hospital

What I liked

My mother was put in the Heart and Lung Centre because of a shortage of beds in other wards. Staff were very caring and considerate and were helpful to relatives of patients.

What could be improved

A & E was disorganised. My husband and I sat for over 3 hours waiting for news of my mother's condition, we were not called through to be with her at any stage. Finally the receptionist admitted that my mother had been admitted to a ward because A & E staff thought her relatives had gone home! We finally tracked her down to the Heart and Lung Centre, the only place with a bed available. We were asked to go home to collect my mother's medication because although we had her current prescription list with us the pharmacy was closed. By this time we had incurred £3 parking charges and when we returned to the hospital with the medication it took 20 minutes to get to the ward, hand over the medication and return to the car - another £2 parking charge. Can anyone do anything in the 'free' 15 minutes allowed by the parking company?

My mother had to wait 3 days for her hip replacement operation and of course was denied food or drink each day in case she went to theatre. By late afternoon each day it was decided that theatre was not possible that day so she could have some toast, or a sandwich. She was in agony when lifted on and off a bedpan with some of the staff not seeming to understand how rough they were being. After the operation, she was moved to a ward in the main hospital where the staff seemed considerably stressed and short-staffed. Elderly patients were needing bedpans but there were long delays which was clearly distressing many patients.

Anything else?

It would be helpful if staff communicated with relatives, surely patients can be asked when being admitted if they wish doctors and nurses to answer relatives' enquiries. This atmosphere of patient confidentiality is upsetting for both patients and relatives as everyone is in the dark. Nursing staff need to walk into the bays on a frequent basis to check on patients and to put personal care high on their agenda. Patients who do not have a relative or friend to pop in regulary to help look after them must suffer.CommunicationConfidentialityConsiderateOpening hoursPatient careBedsEnvironmentWardDoctorsNursing staffReception staffPrescriptionsHip replacementChargesDrinksFoodCar ParkPharmacyStress

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