"This was a disappointing experience."

About: Royal Blackburn Hospital

What I liked

The Doctors who attended to my mother were very professional , they ensured she was comfortable and well informed.

What could be improved

The communication in A & E was worrying - records of my mother's BP were lost (?) missing and information was not passed between staff attending to her care. Her cannula was removed before essential medication could be given resulting in delays and unnecessary discomfort for her. When she finally was taken to an assessment ward she was left in a soiled gown on a chair before my sister and I alerted a nurse and assisted her into bed. The standard of care was inconsistent .

Anything else?

I am sorry to say that I feel if my sister and I had not been with my mother she would have received substandard care and attention.

Story from NHS Choices

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Responses

Response from Royal Blackburn Hospital

We are sorry that the communications with the Emergency Department did not meet your mothers and your families expectations. If you would like to contact the Patient Advice and Liaison Service they will be able to act on your mother's behalf and pass on the concerns raised to the Emergency department to investigate.

PALS can be contacted by telephone or by e-mail:

By telephone: 0800 5872586 .

By e-mail: PALS@elht.nhs.uk

PALS office hours are Monday - Friday 8.30am-4.30pm If the phone is not answered straight away, please leave a message and PALS will respond to you at the earliest opportunity.

PALS is a confidential service and they will not disclose personal information without your consent, or the consent of the patient involved.

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