"My father, admitted via A&E"

About: Manor Hospital / Accident and emergency Manor Hospital / Older people's healthcare

(as a relative),

I have the greatest Respect for the nurses who do a fabulous job given the horrendous circumstances in which they have to work, 12 hr shifts, not enough staff etc...  However I find the administration is very lacking.  Remember everyone of the staff is a face of trust.  My father was admitted via A&E in Aug 2018, has dementia was left unattended in a plaster room, I had to ask to sit with him as I was concerned he was being sick.  I asked for social care assessment, I took all his medication in, admitted then to AMU handed over all medication, turned up to visit the next day non of his medication had been admitted, they are staffed to look after elderly patients with dementia.  Left him waiting for toilet that he soiled his self.Every day I had to remind them about his medication. Transferred to ward 29, again asked for social care assessment. Was called to sit with my Dad overnight as he was agitated again not staffed to cater for elderly.

Moved ward again asked for social-care assessment, very little information forth coming. Depends on who's on shift as to how you're treated. Finally got an assessment 1 month after being admitted social-care worker didn't attend or send apologies.  Heard nothing then for 2 weeks when I rang to complain, asked to be kept updated and still nothing. I've had to chase again, harassing calls from Discharge Clerk.  Processes are not adhered to, communication appalling. Considering the values quoted on the website I have seen no respect,  compassion, professionalism or teamwork within the departments.


Response from Garry Perry, Head of Patient Relations, Patient Relations, Walsall Healthcare NHS Trust

picture of Garry Perry

I am sincerely sorry to learn of this experience which is not the standards we aspire to deliver, and neither does it conform to our values as you have rightly referred to.

I would very much welcome a further conversation/information from you in relation to this so we can gain a better understanding of what occurred and take steps to learn from it, in addition to supporting you with any unresolved matters.

Please contact us via 01922 656463 or via email patientrelations@walsallhealthcare.nhs.uk

Regards Garry

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