"There was a lack of communication and a..."

About: Russells Hall Hospital

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My 94 year old aunt was taken by ambulance to A & E at about 06:45 on Sunday 22nd May 2011 following a fall and complaining of pain in her groin. Fortunately no bones were broken but her mobility was substantially reduced. She was kept in A& E for 4/5 hours but was then moved to EAU awaiting a bed. I left her at 20:00 Sunday evening still waiting on a trolley in a small cubicle for a bed. She was kept in the same department until transferred to an elderly care home at about 17:00 on Monday 23rd May 2011. She had therefore been kept in a small cubicle on a trolley, chair and wheelchair for a total of 34 hours.

There was a lack of communication about her condition. I had to seek out a doctor on EAU to find out the results of her x ray. I had to seek out nurses to establish whether she could have a drink, and when no objection was raised I had to go to the cafe myself to get her drink and later some food. Overall she not given sufficient access to water or food, nor made comfortable given that her hip was painful. She was transferred from the trolley to a wheelchair awaiting transfer before 14:00 so sat in that position for in excess of 3 hours. When she was discharged to the care home the hospital failed to supply her medication which the staff said would be sent later by taxi which is not an efficient use of NHS funds. Over a 34 hour period this is not acceptable given her age and condition.

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Response from Russells Hall Hospital

Thank you for taking the trouble to post your comments. We are very sorry that you feel your aunt did not receive the highest standard of care expected during her stay at Russells Hall Hospital.

Your feedback is important to us and we would like to discuss your concerns. If you would like to contact our Patient and Advice Liaison Service (PALS) on free phone number 0800 073 0510 for us to investigate further.

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