"Life's a Balanced scorecard, feedback on the whole..."

My mother-in-law was extremely pleased by the way she as supported by ambulance staff en route to the hospital, the doctors, nurses and catering staff, and would like the people involved on her admission on 8th January to be thanked and she had no issues with her treatment or stay. The issue which did cause consternation was the lack of communication on discharge day. i) As the carers, at no time were we contacted, despite taking the initiative during her stay to give the nursing staff our home and mobile numbers. ii) We found out that Monday 12th was discharge day we arrived to visit that afternoon but no time for this was given and after 4 and a half long hours a nurse appeared with medication to issue, and just said that they always have to wait for pharmacy! This is not 21st C customer care and it is not good enough. Patients should be given an average time for discharge and collecting carers chould be told.