"Shocking care- patronising treatment"

About: New Cross Hospital

My daughter's care was transferred on an open access basis from Stafford Hospital. I only came to this hospital on basis that her consultant was moving there and I was more than happy to continue her care under him. I took my daughter to the children's ward expecting her to be nebulised (as per her care plan) only to be told that her care plan was not on file and they had no record of it. She was treated unsatisfactorily and discharged. I made a follow up call the next week day to ensure that her care plan would be made available on her file should we have the misfortune to attend again. She was not entirely better after her visit as had not been treated properly and had to be admitted as an emergency to A&E in a different hospital then into a High Dependency ward for treatment out of our area. I believe my daughters emergency visit was due to worsening symptoms and her not being treated properly in the first place at New Cross. The hospital we attended at the weekend could not believe that New Cross did not nebulise my daughter when we attended previously. On return home I called New Cross this morning and was informed that my daughter's care plan was still not in her file, despite promises this would be sorted. I spoke to the ward manager and explained how I felt about her recent admission and received a patronising call back saying that they had spoken to her consultant and "was happy they had done nothing wrong." Not the patronising response I expected when all I had done was convey my disappointment on her previous visit and repeat my request that her consultants care plan was in situ on my daughters file for onward treatment and care. I have gone to the expense of requesting a copy of my daughter's complete medical file to locate her care plan myself - this is awaited. Having had the most excellent treatment at the weekend at a different hospital I now realise that my daughter's care will have to be at a different hospital in order for her to receive satisfactory treatment. The staff at New Cross don't listen and having the best consultant doesn't mean you will get good care as nothing is followed up. I will be going to my GP and getting a referral to another hospital. Hopefully a hospital which follows through on instructions and requests and doesn't patronise parents who are, after all, just trying to do their best for their own child in obtaining the best treatment. I am not interested in receiving the standard "we are sorry to hear this and contact the hospital to discuss" response. Absolutely no point as no-one listens and no-one seems to possess the intellect or communication skills required to perform the simple task of locating one piece of paper within a file.

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Response from The Royal Wolverhampton NHS Trust

Thank you for taking the time to post your comments relating to your daugher's patient experience at our hospital. I am extremely sorry for any distress that this matter has caused. I understand that you do not want to hear that we are sorry and to contact the hospital, however, I would be extremely grateful if you can contact our Patient Advice and Liaison Service (PALS) who can discuss this matter further with you. PALS can be contacted on 01902 695362.

Kindest regards

Carol Bott

Head of Patient Experience and Public Involvement