"Lack of communication and empathy"

About: Royal Lancaster Infirmary

(as a relative),

My brother was recently admitted to Royal Lancaster Infirmary.

I was astounded and disgusted by most of the staff's (not all) lack of empathy towards him and family visiting. He was also discharged whilst still unwell and readmitted three days later.

There was a complete lack of information and communication and we as a family had to be constantly asking for information and push for any investigations to be performed, whilst doing this we were made to feel like we were being a nuisance. The first time he was discharged we overheard a group of nurses saying "well there's another bed free" the second time he was discharged a family member went to collect him and he wasn't on the ward, they found him fast asleep on the grounds of the hospital!

There was no clear diagnosis given and conflicting diagnosis from what the doctor said and what was on his discharge letter. I am so disappointed in the care he received, we were all very worried and upset and the whole hospital experience just added stress to him and all the family.

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Response from Royal Lancaster Infirmary

We’re sorry you were unhappy with aspects of your care with us. If you would like us to investigate further please contact our Patient Advice and Liaison Service on 01539 795 497. Many thanks for taking the time and trouble to comment on our services, and apologies for the delay in responding, we would like to assure you that we regularly review the comments and pass them on to the department concerned and continue to strive to improve the service we offer our patients.

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