"Staff such as physiotherapists seemed to do their..."

About: City Hospital (Birmingham)

What I liked

Staff such as physiotherapists seemed to do their job well and cheerfully. However I can't say the same for the nursing staff

What could be improved

Please listen to the family when they tell you there might be a potential problem - I tried to tell staff at my mother's pre - op appointment that she has dementia and would need a careplan after her op but was told this would be sorted out on the ward after she had the operation. So, 2 members of the family told ward staff the problem and were told that 'the ball is rolling'. 4 days later we had to phone again to remind the nurses that nothing was sorted out, the nurse calls Social worker but as it was a Friday we didn't get a phone call until the Monday aftrenoon and then we're told we need to be there within the hour so we can talk to the SW! Mother has to wait now while carers are sorted out hence bed blocking for at least a week longer than necessary. Another person could have been trated in this time! Total shambles with no-one taking responsibility. Surely it's not beyond anyone to have the situation sorted before or at least as soon as someone goes into hospital.

I would also like to add that the staff don't like answering the buzzer to get onto the ward. I was kept waiting for at least 5 mins when I could see 3 nurses in the office but not one of them could be bothered to press the button to open the door. Most discourteous in my opinion.

Anything else?

I hope there is an opportunity to voice my opinions at the hospital rather than just on this site. I think someone in management should take a look at the systems in place when organising a care plan - just do it sooner so the patient can get out of hospital as soon as he or she is well enough!

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Response from City Hospital

Thank you for your feedback - I was sorry to read of the problems with your mother's discharge planning. If you could like to send me your contact details I will arrange for someone to get in touch to discuss these issues with you and try to improve the position. My email address is johnadler@nhs.net. Thank you. John Adler, Chief Executive.

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