"Good care but"

About: Lincoln County Hospital

Anything else?

Mother was transported from her care home early in the morning. Although the paramedics were efficient they were apparently very brusque and off hand with the care home staff and refused to wait for her medical notes. This led to at least 2calls from nursing staff requesting further details about mother's medication & medical history.

Later that day I rang A&E to determine what the plan was for mother I.e. would she be admitted or discharged. The phone was picked up and then placed on the desk. I spent the next 5 minutes listening to children crying and the receptionist discussing personal details with 2 patients during which I clearly heard their names and the nature of their problem. After this 5 minutes the phone was hung up. May I suggest that if reception is busy they should either pick up the phone and hang up straight away or state that they are busy and ask the caller to call back or ignore the call, it is unprofessional to allow callers to listen to other patients personal details.

Mother was admitted to MEAU later that day where she seemed to be well looked after. I had every confidence in the nursing staff who were sympathetic and answered all my questions. However, I had to discuss her medical history with one of the doctors treating her which would have not been necessary if the paramedics had not been in such a hurry earlier in the day.

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Responses

Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

Thank you so much for leaving us your feedback and I am pleased that your mother received good care overall. Your description of your telephone call was worrying; you are absolutely right in terms of confidentiality. There is a 'privacy' button on the phones so this should have been used. I am also sorry that your call was then ended without you getting the information you needed and I can imagine your worry and frustration. I have passed your story onto the team at in A&E as I know sister will be equally concerned and will remind staff of the importance of using the privacy option and coming back to an unfinished call.

I'm afraid I cannot respond in relation to the paramedics but I am sure they will read your story too and get back to you.

Thank you again for taking the time to share your experience with us and I hope your mother has now fully recovered.

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Response from Lincoln County Hospital

Thank you so much for leaving us your feedback and I am pleased that your mother received good care overall. Your description of your telephone call was worrying; you are absolutely right in terms of confidentiality. There is a 'privacy' button on the phones so this should have been used. I am also sorry that your call was then ended without you getting the information you needed and I can imagine your worry and frustration. I have passed your story onto the team at in A&E as I know sister will be equally concerned and will remind staff of the importance of using the privacy option and coming back to an unfinished call. I'm afraid I cannot respond in relation to the paramedics but I am sure they will read your story too and get back to you. Thank you again for taking the time to share your experience with us and I hope your mother has now fully recovered.

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