"Ineffective communication"

About: St George's Hospital (Tooting) (London)

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My mother was admitted Thursday into hospital because she fell. She was taken to A & E. and she received appropriate treatment whilst she was in hospital.

When I went to visit her on Saturday I found her in a wheelchair by herself upset. She was upset because she was ready to leave the hospital and was wondering if anyone was going to pick her up. She had been waiting for an hour. No one from the hospital had contacted me or any member of the family to say she was being discharged. If I had decided to visit her later in the day she would probably have been waiting longer than she was. I was really upset and approached the Receptionist and asked to speak to someone about why my mother had been waiting for an hour and no one had contacted the family about her being discharged. The hospital had family contact details when she was admitted.

When I went in to today with my mother to have a follow on appointment I encountered a nurse? in front of reception in the Richmond ward who came across as really rude. She was talking to me so fast I did not understand her. She moved her face to one side and started to talk to someone else. When I attracted her attention and asked if she was still talking to me, she said she was not and was talking to someone else. She was dismissive. The nurse? was trying to tell me about my mum’s medication but I did not understand what the nurse was saying but she said it so fast and in a way that I did not catch what she said. When I asked what she had just said I was effectively dismissed. I went to another member of staff who worked behind Reception in the ward who was able to give me all the information I needed re medication and assessment letter. This lady was very polite and helpful.

Personnel should not assume that the people they are talking too are able to take everything in when they are talking so fast. They should come across clear and assertive but in a way one understands what has been said about the medication so mistakes are not made afterwards. Everything is all done too fast and personnel should take time and check it has been understood.

Fast communication leads to mistakes. People should have the time to make sure information is understood. I feel I do not want to go back again after today.

NHS is losing that care when time is taken when dealing with people.

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Response from St George's Hospital (Tooting)

Thank you for taking the time to comment on your experience at St George’s Hospital. This is not the level of service and care that staff seek to provide to patients and your comments will be passed on to the management team responsible for acute medicine. If you would like to receive a personal response to your concerns then please do not hesitate to contact our Patient Advice and Liaison Service (PALS): pals@stgeorges.nhs.uk or the complaints and improvements department: complaints.compliments@stgeorges.nhs.uk.

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