"Can get any information about my mum"

About: Princess Alexandra Hospital (Harlow)

Anything else?

ringing in is difficult. finding anyone who knows anything is difficult. staff telling me all kinds of conflicting accounts. I dont know what is wrong with my mum and she has been in Winter ward 3 days now. we have been given a blanket term of 'a respiratory problem'. Everybody knows that isnt a diagnosis. Twice I rang in and gave my own name and asked for an update on my mother and the same nurse dithered and I heard her asking for someone of my name and then said to me 'dont have anyone that name'. I explained that was my name she was looking for me not my mum that's why she couldnt find the patient! Person was mixing up the words I, me, you etc and sounded foreign. My mum has rung us before 6am teice to demand we take her home because she cant sleep on the ward. very distressed but we were told she cant be discharged until she has been seen by a respiratory team. where are they? At one point i rang and was told a doctor would ring me back in 20 minutes and I waited 2 hours by the phone as I dont use a mobile. nobody got back and when my mum asked a ward sister why she said she knew nothing about it. I have not been able to physically go in yet but going in this afternoon. will I be informed? One sister told me it was high dependencey another said not and I cant find anything about Winter ward on the list attached to this site. Watch this space.

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Response from Princess Alexandra Hospital

Dear Anonymous,

The Princess Alexandra Hospital NHS Trust is listening and will improve its services using your feedback.

We are working hard to get in touch with you as you have posted anonymously to identify how and where the experience you describe has taken place. As noted in the other comment you have provided I have advised the Director of Nursing and the Patient Experience Team of what has happened and they are ready to take your call.

You can contact the Patient Experience Team between 9.00am and 5.00pm on any weekday.

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