"Not a lot!"

About: Royal Lancaster Infirmary

(as a relative),

What I liked

Not a lot!

What could be improved

Family members of elderly patient have received very confusing and different messages from different staff re both treatment and assessments; indeed most staff on Ward 35 extremely uncommunicative and offhand. Family members could help enormously in giving a picture of the patient when at home and healthy - but have never been asked so on what are assessments being based?

The doctor's 'assessment' procedure was a humiliating experience for both patient and family present. Would he treat his grandmother like this? Does the doctor need to 'show off' to the retinue? Why not ask family who were present to give the background before asking ridiculous questions: how many younger patients lose track of the days whilst in hospital? It is perfectly normal when all the days seem the same and there is nothing to mark one from another. The doctor appeared to lack any sensitivity or humanity and fitted almost exactly Lord Mancroft's views on his recent hospital experience: patients being talked 'across'.

Talk of transfer to 'rehab' is to be dreaded. Our previous experience of 22/23, when this patient's sister was in there recently, was abysmally poor.

On admission it was said the OT would visit the home of the patient. Thus the OT questionnaire came as a surprise and was too detailed for responses to be made, eg how high is the bed at home?

Response please!

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Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention. Should you wish to make a formal complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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