"lack of information"

About: Queen's Hospital, Burton Upon Trent

Anything else?

Although the treatment of my mother at the hospital has been ok what i have found increasingly frustration is the lack of information regarding the treatment progress to her next of kin.A clear policy should be adopted particularly where elderly patients are concerned that treatment decisions are relayed to the next of kin to keep them fully informed of what progress is being made enabling them to ask questions if required.Sometimes elderly patients either cannot hear what is being said to them or they literally do not understand the jargon that is being used and as a result their relatives are left completely in the dark as to what is happening.

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Responses

Response from Queen's Hospital, Burton Upon Trent

Thank you for sharing your concerns regarding the recent experiences of your elderly mother and your family at Queen's Hospital A & E department. We are very sorry to hear that there were shortcomings in communication and information, but your feedback helps us to see where we can improve our services to patients and so is very valuable to us. At Queen's Hospital, and the Burton NHS Foundation Trust as a whole, we are fully committed to listening to patients and their families and improving their experience. We welcome the opportunity to look into the issues you have raised in more depth and provide you with a full response.To enable us to do this we would encourage you to contact our Patient Advice and Liaison Service with further details of the difficulties you and your family experienced. They can be contacted on 01283 593110 between 8.30am and 4.30pm Mondays to Fridays. There is a voicemail service outside of these times. Alternatively you can email details of what happened to: pals@burtonft.nhs.uk