This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor communication

Story from nhs.uk

"Poor communication"

About: Royal Blackburn Hospital

My mother with Dementia was brought into A&E with breathing problems, high temp and fever. She also has dementia.

I was advised by paramedics to ring the department 90 minutes after she left home. It is now five hours later, I have tried to ring to see how she is approximately 15 times and still Cannot get through to speak to anyone as to how she is or where she is.

If you cannot allow visitors then surely you should have extra staff on phone lines to support the patient and allow relatives to know what’s going on.

I was reluctant for my Mum to be admitted to hospital, I feel absolutely justified in thinking this. She is probably feeling frightened and abandoned.

Get your act together Royal Blackburn and employ staff to answer the phones!!

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Royal Blackburn Hospital 3 years ago
Royal Blackburn Hospital

Submitted on 28/09/2020 at 10:38
Published on nhs.uk at 21:40

Thank you for taking the time to share your feedback and raise your concerns on NHS Website. I am very sorry to hear of the difficulties you have experienced in trying to get through to the Emergency Department at Royal Blackburn Teaching Hospital following your mother's admission.

We sincerely apologise that this has happened. We would encourage you to contact our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or by email complaints@elht.nhs.uk to provide more information so that we can investigate why this has happened. We are committed to improving future services and this would help us to make appropriate changes.

In the meantime we will share your feedback with the senior staff within the Emergency Department.

Once again please accept our apologies for your experience and the inconvenience it has caused.

Kind Regards

Sarah Ridehalgh

Patient Experience Facilitator

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k