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Care Opinion

Poor communication

Story from nhs.uk

"Poor communication "

About: Northumbria Specialist Emergency Care Hospital

My son has received major surgery 4 days ago and the only person who has spoke to me was the surgeon who rang the day of the surgery. I walked in on the doctors rounds day 3 ward 15 and they said he was doing fine considering. I was informed by the stoma nurse during my 1 hr visiting he would be transferred to north tyneside possibly? My son has been very unwell and continually sick, I rang this morning to ask the nurse how he is doing and book my 1hr visiting slot, he isn’t responding to texts as so unwell. I was shocked at the response I got on the phone , the blinds are down to his room and a nurse is with him and I have no information for you ?? No offer for someone to ring and tell me what’s happening. I was also informed that the nurses would help with bag changes when the stoma nurse isn’t available however not a single bag has been emptied by a nurse other than the stoma nurse once in 24hrs !I have to help him get washed in the 1hr visiting slot yesterday, he hadn’t been washed since the op and still had the gown on. I can’t understand why the hospital doesn’t allow longer visiting for family to help if they are unable or don’t have time to help patients get washed. So worried having read some reviews of this hospital

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Responses

Response from Northumbria Specialist Emergency Care Hospital nearly 2 years ago
Northumbria Specialist Emergency Care Hospital

Submitted on 01/08/2022 at 10:14
Published on nhs.uk at 19:22

Dear Angela,

I am so very sorry to read this feedback about your son’s care and treatment at Northumbria Specialist Emergency Care Hospital, and also of the communication difficulties which you are experiencing. This certainly falls below the standard of care which we strive to provide for our patients and relatives and I am grateful that you have brought it to our attention.

I would like to look into this as a matter of urgency, especially if your son is still in hospital and requires better support.

With your son’s consent, could you please email me at: Patient.Experience@northumbria-healthcare.nhs.uk, and provide his full name and date of birth. It would also be helpful if you could add the date of his admission and surgery.

I will look out for your email.

Kind regards,

Heather

Heather Gibson

Patient Experience Team Manager

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