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Discharge lounge

Story from nhs.uk

"Discharge lounge"

About: Wythenshawe Hospital

My son had surgery here which went well. On his day of discharge he was brought to the discharge lounge. The chairs weren't suitable for someone who just had surgery. As time went by he asked could he have some pain relief which arrived eventually. His medication didn't arrive until 5 o'c but did not include the dressings. When he told the woman at the desk he was told it was his fault and should have sorted that out before leaving the ward. His taxi arrived but the automatic doors weren't automatic and once again had to ask the woman to open doors but she replied she was dealing with patients and he would have to wait. She was taking orders for tea and coffee. Absolutely no concern for my son and the pain he was in. In hindsight he should have stayed on the ward.

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Responses

Response from Patient Experience Coordinator., Manchester Foundation Trust about a year and a half ago
Manchester Foundation Trust

Submitted on 19/10/2023 at 16:10
Published on Care Opinion at 16:10

Thank you for taking the time to share your comments. We are sorry to learn of your unsatisfactory experience within our discharge lounge. We hope we can assure you that the Trust strives to provide patients with excellent care and experience and we are sorry that we did not achieve this for you on this occasion.

Your comments have been discussed with the Sister concerned and she is sorry that the ward did not inform you before sending your son to the discharge lounge. We are sorry that there was a delay in your son receiving his discharge medication and that he had to wait in a chair.

With regard to the automated door being closed, unfortunately we now keep these doors locked for safety reasons as we do have patients who we need to prevent from leaving independently. The Sister has expressed that she was sorry if she seemed rude when asking you to wait a moment while she finished the task she was undertaking, this was not her intention, and she will bear this in mind in relation to how she presents herself in the future.

Should you remain dissatisfied and wish to discuss your experience further, please contact the Patient Advice and Liaison Service (PALS) on telephone 0161 276 8686, or email pals@mft.nhs.uk, quoting reference number PO23/0097, and they will do their best to address your concerns.

Yours sincerely,

Patient Experience Team.

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