"Lost Patient"

About: New Cross Hospital

Anything else?

My aunt with a critical illness was admitted to New Cross Thursday evening and admitted AMU. We spoke to my aunt friday via text/mobile and attempted to call the ward on Saturday morning. After a 10min wait and an unreal conversation with nurse that couldn't even grasp her surname we gave up and rung off.

About an hour later we recalled to have a similar conversation with four nurses and after 12 minutes on hold was finally off hold to a nurse saying she can't find her!?

After a somewhat exasperated conversation with the nurse tryin to state we were shouting in attempt to exonerate themselves from help which wasnt true, quite rightly we are alarmed they don't have any knowledge of her or can't find her our voices are bound to be anything other than 'calm' but we were far from shouting pr aggressive. Eventually into minute 15 we were passed to a Sister (I will not say her name) to find she was as useless as the other 4 nurses and again trying to play the 'raised voice card' finally agreed to find out and call us back.

Ok she did honour this promise and called us back about 5mins later to be told she had been transfered to C18, but then promptly told by her (the same sister) that they were however denying having her - again!?

Where is my aunt, how can you lose a patient and how can the admin be so horrendously dangerous??

This is live today 9/2/13 13:38

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Response from Jamie Emery, Patient Experience Lead, The Royal Wolverhampton Hospitals NHS Trust

Thank you for taking the time and trouble to tell us about your experiences of speaking with the nursing team here at New Cross Hospital. We do appreciate all kinds of feedback although we were so sorry to read that your experiences of trying to locate your Aunt were as you described.

I have shared your story with the senior nursing team so we can look at how we might learn from this. If you would like to speak with us further or if there is additional information which might help us in look into this further please do contact me on 01902 695363 or via email to jamieemery@nhs.net.

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