"Denied Family's repeated requests for information"

About: St Helier Hospital

Relative rushed in to A&E over Christmas, good care, transferred to AMU, investigations quickly carried out, things were looking hopeful-then the transfer to B1 and all went downhill. My relative needed to be referred to Palliative Care as, they sat on her for two weeks, I will be querying doses of Iv meds-unhappy, no treatment of original problem, such a lack of knowledge. We watched in helpless desperation as my relative worsened and still no contact from team. Repeated requests ignored, even via bleep for contact with medical team. On the day we mentioned complaining and PALS, she was moved from the 'palliative care ward,' to C6 at 10pm at night, where things got worse. Still no contact and three weeks in, now my mobile relative had become immobile, bloated with fluid, which they knew about, but left. Whenever we asked to speak to the team, we were told that nobody had written any such thing in the notes - why?? We requested via phone, while there and for future appointments to be made, left contact details-nothing. My relative is two lose teeth lighter after a failed endoscopy, but they did not inform relative, she came round with them missing and a burbled excuse for procedure failure of which to this day has been no clarification-but we will. To say my relative is traumatised is an understatement. Only after getting someone else involved did Palliative care team turn up and treat my relative, but she was scared, had lost the will to live and they had no clue what the heck they were doing. She was now weak, immobile and terrified. We received extreme conflicting information from the nurses, who could not actually tell us what procedure had been done, although it was not the one discussed. No next of kin called when they should have been and this is not the end! I signed petitions to keep hospital open-Now I sincerely hope it closes. Sad, appalled and worried for those without family to witness and advocate for their loved ones.

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Response from St Helier Hospital

I am very concerned to hear about the experience you have had at St Helier Hospital, especially how worried you now are about your relative. I would really like to speak with you as soon as possible so that I can look into the care given to your relative and talk through your worries with you. To allow us to have this conversation, could I please ask you to get in touch with our Patient Advice and Liaison Services (PALS) on 020 8296 2508 or by email at pals@esth.nhs.uk? Pippa Hart Chief Nurse

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