"My sister's care"

About: Pendle Community Hospital

I am a senior GP living 100 miles away. My sister has mental health issues and was admitted for rehabilitation to Reedy ford Ward after many weeks in a DGH in the Trust where her physical health was put in jeopardy as a result of failure to make an appropriate diagnosis in a reasonable time and failure to make the correct diagnosis . There is a negative feel about the Hospital - inadequate parking and a likelihood that staff take spaces meant for visitors . No-one at reception to great and direct. No smiles no indication that this is a facility to encourage progress. On every occasion we have visited , my husband ,a retired GP, and myself had to ask to speak to nursing staff. They are not pro-active and keep themselves away and hidden-surely rehabilitation involves the relatives as well as the patient.... Today my husband approached a middle aged female physiotherapist who has been involved in my sister's care , she stated that my sister had failed to engage with physiotherapy treatment . We explained that my sister had been an in-patient elsewhere for 14 weeks and that she had chronic mental health issues. She was more interested in making notes about other patients and said she had to rush off to see another Ward. When I said that I was a doctor she stated that she could not force someone to co-operate and that her ''notes'' about uncooperativeness were paramount . We are horrified at this person she should have skills to encourage rehabilitation in all cases. When she left us she deliberately failed to make eye contact with me and we left feeling tearful and angry thus prompting this report! Why do staff not smile here? Fortunately I live in a part of the UK where standards are high . My husband and I together have given 70 years to the NHS -surely our family deserve more professional care and courtesy !- We are unsure if we can bring ourselves to visit this Hospital again!

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Dear Anonymous

I am really sorry that you've had such a poor experience of care and support at our hospital sites, and that you feel this has not been supportive of your sister's recovery.

I wanted to respond and let you know that I will contact the hospital to understand more where we can improve our care for vulnerable individuals such as your sister.

Also if you would like to talk through your visits and views with one of our Patient Experience team so we can understand the bits of this that could be shared with other teams as a way to make our services more personal we would really value this. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk.

Once again many thanks for taking the time to comment

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Dear Anonymous, I have had contact with the manager of the physiotherapy department who look after Pendle Community Hospital and he has provided the following response. I do hope you are able to contact him directly then we can see how to support your sister going forward.

'Dear Madam, as one of the Physiotherapy Managers at East Lancashire Hospitals NHS Trust can I first of all apologise that your recent experience of our service did not meet your expectation and any distress caused to you and your family. I am sorry to hear that you felt that there were a number of issues during your visit that gave you cause for concern.

Should you wish for me to investigate the specific circumstances in your feedback I would be more than happy to do so and if you would like me to please contact me, Giles Williams through 01254 263555 or via email Giles.Williams@elht.nhs.uk'

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