"numerous wards and complications"

Thank you for taking the time to comment on our services. We do aim to offer our patients and we are sorry if we have fallen short of those standards on this occasion. Once a patient is medically fit and ready to leave hospital, their needs following discharge will be assessed doctors, nurses, therapists and other healthcare professionals. They will form a professional opinion as to whether it is in the patient’s best interest to return to their own home as normal, or if they need additional support. It is ultimately, however, the decision of the patient (or their family in certain circumstances) as to whether they choose to accept this recommendation. Although we may strongly recommend that a patient move into a nursing home, we would never ‘force’ a patient to do this, and we are sorry if you felt that this decision was made for you. Once a patient is transferred to a nursing home, it is normal procedure for detailed information about that patient’s care to be passed on to the staff working at the home. It is clear from your comments that, on this occasion, we did not do this and that the needs of your mother were not properly communicated. We can only apologise for the distress and worry this may have caused you, your mother and your family. This issue has been passed on to the lead nurse of the ward your mother stayed on, and she has reinforced the importance of good communication on discharge with all members of her team. We are please, however, that you were impressed by the care your mother received on wards A4 and B5 and have passed these comments on to the teams involved. If you still have concerns about your mother’s nephrostomy procedure, we would urge you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510. The team can then review your mother’s medical notes and look into the issues you have raised further.