"My Father's care following admission for a..."

About: Royal Lancaster Infirmary

I was extremely dissatisfied with the complete lack of communication regarding the nature of my father's condition. From his admission on the Friday morning, to his transfer to ward 23 on Saturday morning , very little information was forthcoming and my father was not seen by a consultant until Tuesday morning. No information regarding his care plan was communicated. I received a telephone call from my brother mid morning to say that he was to be discharged - on arrival I was approached by a member of staff who asked if I was happy for him to come home; he was dressed, packed and ready to go. He was then seen by the physio team who referred him to WGH and I took him home. On arrival at his home address, his wife informed me that the ward had contacted her to ask after his whereabouts - despite having seen me pass their station ( when they looked up from their computer screens) with my fully dressed father, carrying his bags, no-one had thought to inform me that he required medication (I assumed he had it in his packed bags - not unreasonable?). As a result, I had to return to RLI - a round trip of some 60 miles - to pick up his medication - is it not possible to fax through a prescription to the WGH under such circumstances? My GP can manage to fax things through to ASDA! On arriving at the ward, it transpires that the person I had been dealing with was not a nurse dedicated to my father's case at all, but a non clinical support assistant, doing her best, but was it really her role? Isn't it imperative that staff communicate with one another, and above all, with the family of the patient?

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Response from Royal Lancaster Infirmary

We are really sorry that your family’s experience at our hospital wasn’t what you would expect and are very keen to investigate and respond directly to you. We would need some more information from you in order to investigate fully and provide you with a response, and we’d therefore ask you to contact our Patient Experience team on 01539 795497 to allow us to carry this out.

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