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Nurses were great although kept ...

Story from nhs.uk

"Nurses were great although kept ..."

About: Lister Hospital

(as a relative),

What I liked

Nurses were great although kept totally uninformed about my Father's progress/appointments etc.

What could be improved

Communications - it is totally non-existent at the Lister. Consultant told my Dad he would be in for two weeks - nurses said that was wrong and he would only be in for a couple of days. As it was, it was two weeks. Trying to get hold of a consultant was incredibly frustrating as nobody knows what time they are going to turn up . In the end had to plonk myself in visitors room for two consecutive days at 8 am in the chance of seeing/talking to them.

Anything else?

Even after seeing consultants twice, everything went downhill from there. Told almost certain my Dad has prostate cancer but needed bioposy and blood test results. Never got them whilst he was in hospital. Received two letters one for a a pre-assessment appointment on 2 July which he attended and one, supposedly for 23 July which, when my sister took him in for the 2 July appointment, they said they knew nothing about this, nor the telephone appointment they had given him for 8.30 am Friday 3 July. In the end they said to cancel all appointments and they would phone him with new ones. However, on Friday 3 July they phoned him at 10 am to ask him where he was for his 8.30 appointment!!! They don't say in letters what the appointments are for. He now has another appointment for Thursday 9 July but his doctor thinks he still needs another appointment for another camera scan!!!! Talk about the left hand not knowing what the right hand is doing. This is why I am using this form of address as I am simply fed up of trying to get hold of people, leaving my phone number and just getting voicemail with no-one calling me back. It just seems to be bits and pieces of paper everywhere and nothing centrally co-ordinated. They also gave him another blood test on Wed 2 July because they had lost the previous one, although later on they found it. Where I wonder ....? On the admin side of things, Lister does not have a clue - absolute and utter chaos!!!

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Responses

Response from Lister Hospital 14 years ago
Lister Hospital

Submitted on 06/07/2009 at 17:50
Published on nhs.uk on 15/11/2009 at 20:27

Thank you for your comments, which make it clear that you are very frustrated with administration problems that you have experienced while your father has been treated at the Lister. We understand that this is all the more upsetting when trying to cope with a close relative's illness.

There are two things that we can do to help put things right. The first is if you - or anyone reading this message - find themselves in the position where they are not getting the right information or having problems speaking to specific members of clinical teams, then please involve the duty matron. Part of their role is to cut through problems that patients and/or their relatives are having while in our hospitals.

The second thing we can help with is to sort out all these appointment problems and get everything back on track. Clearly things have gone wrong and they need sorting. If you are willing, please e-mail your father's details to generalenquiries.enh-tr@nhs.net and we will ensure that you receive the personal attention to resolve these problems quickly.

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