"Poor communication and attitude"

Assessment unit. From entering the assessment unit the standard of communication is poor, staff attitude towards patient and family appalling via face to face and telephone.

Clear lack of knowledge of patients care needs and plan of care, referring to someone's loved one as 'room .....' is insensitive, unacceptable and demoralising.

Staff attitude, tone and manner is abrupt and definitely not approachable, in these uncertain times we can appreciate the stress, work and time restraints clinicians are up against however professional and sympathetic attitudes should not be effected. Informing a family member it is not the clinicians responsibility to contact the patients next of kin if their physical health deteriorates during the night is not gratefully received when the patient is elderly, unwell, confused and vulnerable especially in the current climate.

Telephone consultation should be available at least once per day to enable family to speak to a clinician involved in the patients care, surly it is appreciated when someone is physically unwell and or in a confused state they do not understand treatment, care and cannot not always Express their needs.

The lack of communication between clinicians and family in our experience is very poor.

As a qualified nurse myself I feel these concerns need addressing.

On a positive note the two health care assistants who where involved in my grandparents assessment where very good, they were professional, caring and showed immense empathy to our situation, which should of been reflected by the team as a whole.