"Unable to reach a doctor to receive information"

About: The Whittington Hospital

Anything else?

My mother, Ruth age 87, has been at Whittington since March 27 after a fall at home. I, her daughter, live in Mexico. I have been calling the hospital every day, but so far have not been able to talk to a doctor. The nurses, who seem to be very busy, have no time and as they say cannot give information over the phone even though I am the only relative my mother has. The scant information I get is conflicting. One day I am told there is a fracture, the next day that my mother is undergoing physiotherapy but with no precise diagnosis. Last night I was told my mother had pneumonia. When I called today I was told what she had for breakfast but nothing about her hip or pneumonia. I was told, once again, to call on Monday and talk to the doctor, something I do every day without ever reaching him or her. Either the doctor has not come yet or is no longer in the ward. The situation is very frustrating.

Regards, Daniela

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Responses

Response from The Whittington Hospital

Dear Daniela

I am so sorry that you have had such a difficult time contacting the ward that your mother was on. It must have been very anxiety provoking and frustrating for you. I do hope your mother is now recovered. If you would like to discuss your experience further please do not hesitate to contact the PALS department on 020 7288 5551 or whh-tr.whitthealthpals@nhs.net.

Yours sincerely

Cassie Williams

Head of Patient Experience

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