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Care Opinion

Good care but poor communication

Posted By Ziva2107

"Good care but poor communication"

About: University Hospital Monklands / Care of the Elderly (Wards 14,20,22) University Hospital Wishaw / General Surgery (Wards 16-18)

(as a relative),

Mum transferred to ward 20 Monklands hospital following a operation for a hip fracture in Wishaw ward 16.

Care received on the whole was good, but lacked communication with regards to discharge planning.

On contacting the physio regarding ordering of equipment, they could not have been more unhelpful, thus delaying my mums discharge for 5 days. I was also informed by the stores dept that the equipment was not ordered until the Friday despite requesting this on the Wednesday.

Had I not taken it into my own hands and sourced the equipment that the physio told me they had no way of finding out, then my mum would still be an inpatient causing a delayed discharge. The physio's manner on the phone was abysmal and hope that no other relatives have the same issues that I had with this individual!

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Responses

Response from Lorraine Senior, Acting Physiotherapy Lead UHM, Physiotherapy, NHSL 5 months ago
Lorraine Senior
Acting Physiotherapy Lead UHM, Physiotherapy,
NHSL

Submitted on 21/11/2023 at 15:31
Published on Care Opinion at 16:06

Dear Ziva2107, I am extremely sorry to hear about your mum's experience on ward 20. I am glad that she received good care whilst an in patient. I am, however, disappointed to hear of the poor communication and delay to discharge that this caused. We will discuss this as a team to make improvements to this going forward. If you wish to discuss this any further then please do not hesitate to contact me. Please accept our apologies for any distress caused and please pass our apologies on to your mum. I hope she is doing well now she is at home

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Update posted by Ziva2107 (a relative)

Thank you for reply

I would appreciate if we could discuss this further when you are available

Response from Lorraine Senior, Acting Physiotherapy Lead UHM, Physiotherapy, NHSL 5 months ago
Lorraine Senior
Acting Physiotherapy Lead UHM, Physiotherapy,
NHSL

Submitted on 22/11/2023 at 12:46
Published on Care Opinion at 13:00

Absolutely, you can contact myself via switchboard at University Hospital Monklands and ask for physiotherapy or alternatively you can contact our patient affairs team either by email (PatientAffairs.Monklands@lanarkshire.scot.nhs.uk) or by phone on 01698 752300.

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