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lack of communication between staff and patients

Story from nhs.uk

"lack of communication between staff and patients"

About: Russells Hall Hospital

What I liked

the doctor and nurses who treated my son were excellent,

What could be improved

he was transferred to emergency assesment and the treatment was quite different there, the cubicle was dirty and dark, the staff so busy they did not have time to speak to him about his treatment and this lead to him feeling distressed, i think patients in this department ought to be treated with compassion and respect, every patient i spoke to felt the same about this area

Anything else?

not leaving patients sleeping on trolleys for 48 hours but to transfer them to beds as soon as possible.my son is 6ft and could not relax properly this did not help him in the state he was in.

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Responses

Response from Russells Hall Hospital 11 years ago
Russells Hall Hospital

Submitted on 23/08/2012 at 17:51
Published on nhs.uk on 05/09/2012 at 20:59

Thank you for your comments. We are sorry to hear your son’s experience of our staff and services was not as we would expect. Both the Accident and Emergency (A&E) and the Emergency Assessment Unit (EAU) are extremely busy areas. We are sorry that your son felt anxious because of a lack of communication and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

Patients who come to our Emergency Assessment Unit (EAU) will receive continuous clinical assessment and review until they are stabilised and discharged or admitted to another ward. They can expect to be in the department for around 12 to 18 hours but if there are delays in transfer to a ward, they will still receive their nursing and medical care within the EAU, where consultants and nursing staff work seven days a week, 365 days a year.

Delays can occur when the hospital is seeing extra demand of its services. We would encourage patients or relatives to raise any concerns during their visit to hospital to allow us to act on them at the time to help improve their experience.

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