"I cannot comment on any of the ..."

About: Princess Alexandra Hospital (Harlow)

(as a relative),

What I liked

I cannot comment on any of the above. My concerns relate to the difficulty I had trying to get any information about my 96 year old grandmother who was admitted to A & E Last Night.

What could be improved

I rang and was put through to A & E, who told me my grandmother was admitted to Nicholas Ward. They put me through to that ward. The member of staff there said my grandmother wasnt there, and told me to ring again. She put the phone down on me. I rang again and was put through to A & E again who told me, again, that my grandmother was definately in Nicholas Ward. The same member of staff answered the phone and told me my grandmother wasn't there. I asked her to check. She shouted out to a member of staff (very nice for the patients there I'm sure) and then told me my grandmother wasn't there. I asked if should could ring A & E, she said no, very busy and put the phone down on me. I rang again, and switchboard put me through to the bed manager. She said my grandmother was in the Emergency Assessment Ward and gave me their number. I started to explain the difficulties I had experienced, but she didn't really want to know, and tried to hurry me along, so I was unhappy that the rudeness I had experienced was not being addressed. I rang the number the bed manager gave me, several times, and it was constantly engaged. I rang the switchboard back and was put through to the Emergency Assessment ward, and I eventually found out about my grandmother.

So what could be improved? Record Keeping, staff politness and staff efficiency. What concerns me is that staff will adopt the same attitude when caring for patients and that is totally unacceptable.

My uncle had the same difficulties in trying to obtain information over the phone this morning, so this is clearly not an isolated incident!

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Response from Princess Alexandra Hospital

Thank you for your feedback. Your comments regarding the difficulty you experienced when trying to find out about your grandmother are cause for concern. As such, these issues have been raised with the Operational Manager concerned. If you would like this to be investigated further, please contact Customer Services on 01279 827211 and the staff will be pleased to assist you further.

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