"Disappointing communication"

My mother was cared for in Oak. This is our experience of this time:

My family experienced extreme disappointment and frustration in the lack of communication between the senior medical staff and my family. We have tried to get clear answers about my Mum's care several times and have been unsuccessful on each occasion.

After I expressed a number of questions to a member of the nursing team, I was told that my name and number would be passed on to the consultant and that there was a possibility that they might call me on a set date. I contacted the ward at 13:54 on that day and was told that a doctor (not the consultant) would contact me that day. I called again at 16:32 and was told that they had been very busy and was assured that my name and details were in the diary and I would be contacted the following day.

After not receiving a call, I contacted the ward at 14:57 and was again told that the doctor had my details and would be in touch that day. I called again at 16:49 and spoke with a nurse who took the time to listen to my situation, spoke with the doctor and informed me that I was not going to be able to speak to them this day either because the doctor had already spoken to my father. This had indeed happened but my mother was also present and there were questions that we had as a family that were not appropriate to ask while she was there. My father and I had put a list of these questions together with the hope of being able to ask them.

These questions included:

What is the treatment plan for my mother's gallstones that were diagnosed during her time at Oak?

What is the plan for diagnosis of my mother's mental health condition?

Have the results of a brain scan that was carried out in December 2024 been received?

What is the future plan for her care and what is the available support?

After I had my conversation with the nurse, she very kindly phoned my father to inform him that she had enquired about the results of the brain scan with the consultant and that they would be viewing them on Tuesday the following week. We have not been notified if this happened and our other questions remained unanswered.

Dad called the ward again a week ago and enquired with the nursing staff about any change to my mum's notes, in the hopes of getting any more information about the scan. He was told that the only difference was a note about a future discharge planning meeting. He was told that this meeting would be on a Tuesday in the future.

My mother then attended a meeting with the consultant. Neither myself or my dad were invited to be present and were both sat outside in the hallway area where families are left on their visits. Mum came from the meeting very emotional, told us that she was going to be discharged and cried with relief at the thought of being able to leave. She also said that she had been offered the chance to go on leave in the future.

A passing member of the nursing staff asked mum if she had been in to see the doctor, and when mum replied that she had and mentioned discharge, the nurse reacted with shock. Any time that I or my Dad have had any conversations with nursing staff about discharge, they have made it very clear that Mum is not in a fit state to leave. In addition to this, the nursing staff are aware that Dad is not in a situation to be able to cope with the care of Mum on his own.

The only way that we have been given any information during my mum's time in Oak has been when we have looked for it from certain members of the nursing staff. These nurses have continually done their best to reassure us and give as much information as they can, but ultimately do not have the answers that we are seeking.

My mother is no longer a patient on Oak ward. I am aware that we can submit a complaint, but I do not feel that that should be necessary in order to receive information that will help my family plan for the future care of my mother.