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un sympathetic... not caring

Story from nhs.uk

"un sympathetic... not caring "

About: Manor Hospital

My aunt is currently in hospital and has terminal Lung cancer.

I don't live close so can only visit 1-2 times a week, so i ring every day to see how she has been doing.

9 times out of 10 all i get is she's stable. When i ask for more information they tell ask me what else i want to know. When i explain that i want to know if she's eaten, if she's been i pain all i get is she's ok, i don't know anymore, so i ask to speak to someone who does know and i get told i have a bad attitude!

Yesterday i rang to find out if she's been ok, and if she's had any visitors which i know she did, i was told i haven't seen anyone.

I also found out from speaking to someone later on in the evening that she has now developed phumonia, that wasn't disclosed to me in the first conversation.

Overall i have experienced very disinterested, non sympathetic, and uncaring behaviour.

I understand that things are unstable with the NHS however we are worried relatives who just want to know about our sick relatives.

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Responses

Response from Manor Hospital 7 months ago
Manor Hospital

Submitted on 25/09/2023 at 13:26
Published on nhs.uk at 21:22

Dear Lesley

I am sorry for this poor experience concerning the contact that you have made regarding your aunt. Telephone information will be limited to maintain patient confidentiality as it can not be guaranteed via telephone that the caller is who they say they are.

However, we do have a password protocol in place which means with appropriate consent from patient and nearest kin you can be given a password which will enable more information to be shared

We can also arrange a video call between you and your aunt.

If you would like to discuss the above further please contact Zoe Christoffersen, Family and Carer Officer on 07855963333

Once again I extend our apologies for your experience.

Garry Perry

Associate Director

Patient Relations and Experience

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