"Things only seem to happen when we, as a family, "roar" "

About: West Middlesex University Hospital / Endocrinology

(as a parent/guardian),

My step daughter has now been on Osterly 1 for three weeks and like your anonymous post we too have experienced the same. The nursing staff we have met do not generally seem to communicate with family or say they are too busy.

We have continually asked for larger meal servings for my step daughter as her condition is such that regular and meaningful good intake is vital. This has not improved and we are forced to bring in good food ourselves.

It took numerous requests to have her arm cast addressed which were ignored until recently. Somehow things only seem to happen when we, as a family, "roar" which in my opinion is wrong.

Where is the care? Communication in general seems to be poor.

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Response from West Middlesex University Hospital, Twickenham Road, Isleworth Middlesex TW7 6AF

Thank you for your feedback. We were understandably concerned to read your comments and have looked into this further.

We know that the ward sister, the consultant overseeing the care of your step daughter, and another senior doctor who is actively involved in her care have been in regular contact with you as well as with your step daughter’s carers. You were also involved in a meeting to plan your step daughter’s safe discharge from hospital. We were not made aware during these conversations or meetings about any issues with meal sizes although ward staff have observed your step daughter eating her meals successfully.

However our catering manager has been made aware now and has promised to reinforce staff training to ensure that all patients are given sufficient meal sizes.

We always encourage patients or their family / carers to raise any concerns at the earliest opportunity so that we can address them in a timely manner. If you would like to discuss your concerns further then we would urge you to get in touch via our patient advice and liaison service (PALS) via pals@wmuh.nhs.uk or call 020 8321 6261.

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