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Very disappointed with the care my mum received...

Story from nhs.uk

"Very disappointed with the care my mum received..."

About: West Cornwall Hospital (Penzance) / Older people's healthcare

I found it very difficult to get any information about my mum’s condition. I never saw the same nurse twice. I left messages for the consultant to ring me but she never did. They lost my telephone number.

Some of The health care assistants were very brusque with my mum. And mum was frightened of one of them. The ward was chaotic and nobody seemed to know who she was or what was going on!

When my brother rang to speak to my mum the nurses were rude to him and would not give him any information about her condition.

I would certainly not recommend this hospital.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 25/09/2018 at 15:30
Published on Care Opinion at 16:17

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Dear Anonymous,

I am so sorry to read about your experiences at West Cornwall Hospital surrounding the care of your mum. It is saddening to see that you found members of our staff brusque with your mum leading to her feeling frightened in a chaotic ward environment. This is certainly not the standard of care and communication we would expect our patients to receive and I understand how distressing this would have been to your mum and her family.

We would really like to look into these particular events for you; if you would be happy for us to do so or if there are any further concerns we can help to resolve for you, please contact our Patient and Family Experience (Complaints) team by leaving a message on 01872 252793 or email rcht.patientexperience@nhs.net. Once we have received your details, a case worker will get back to you within 3-5 working days to discuss your concerns with you. They can then liaise with West Cornwall Hospital to ensure that your mums experience is investigated.

I am replying to you as a member of the Patient and Family Experience Team but I will ensure that your story is shared with West Cornwall Hospital.

Thank you for taking the time to share your story with us, I am sorry that your experience wasn't a good one.

Best wishes,

Jess

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