"Lack of communication with us and concerns about my relative's care"

About: Queen's Medical Centre / Accident and emergency

(as a relative),

My elderly relative was readmitted to hospital (after a failed discharge) and was kept waiting in A&E another 6 hours. My relative had one x-ray and saw one doctor for 5 mins, but the family had to put her on the commode 3 times. The staff were very very busy, however the made no attempt at communication whatsoever (not even a smile to say we haven't forgotten you).

Then my relative had to spend another 2 days on the assessment bay, which was staffed by 2 nurses, with 14 patients that were all elderly and all in need. Essential bloods were not taken (i.e. for her warfarin levels), and there was no one to wash her. We had to take our relative to the toilet, to feed and look after her. I even ended up giving another elderly lady her drink, which was left on her table too far away to reach. This woman was left lying in the same position for 6 hours, with no intervention (she had no family to help her). From what I saw of this unit, basic care and medical care seem to be of a very poor standard.

My elderly relative was moved to an outlying ward at midnight and her relatives were not informed (yes, they had all our numbers). I was very very unhappy about the treatment my relative had, as had previous good experiences at this hospital.

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Response from Nottingham University Hospitals Trust

I am extremely concerned to read of both your and your loved one’s recent experience at our hospital.

I would welcome the opportunity to speak to you further regarding your concerns, so that we can look into this individual case and provide you with the answers you and your family rightly deserve. I invite you to contact me directly on 0115 9249924 ext 67662, or via email on jim.murray@nuh.nhs.uk, at your earliest convenience should you wish to do so.

Jim Murray - Clinical Lead for Acute Medicine