"Just awful"

About: Royal Stoke University Hospital

My mother was scheduled for heart surgery in Stoke University yesterday. She was supposed to be picked up in Liverpool by a Taxi the night before but it was late because someone forget to arrange it. This meant that she got to the hospital late in the evening (9pm) Her surgery was scheduled for first thing yesterday but was moved until the afternoon. Nobody told me or my sister of this change so we where shocked to find this out when we contacted the hospital to see if my mother was ok enough for us to visit. I was told that I could attend the hospital later in the day for an update on her condition, to see her and to discuss how things went. I arrived at the agreed time and was told by the ward receptionist that she was still in theatre and I should come back later. No further information was provided to me. After a couple of hours I came back to the hospital and asked for an update from the receptionist. The recptionist was very dismissive but rang to find out and said I should take a seat and someone would come out to speak to me. I waited for a few more hours. The reception desk was closed down and everyone went home. A cleaner spotted me and went into the ward to find out what was going on. The cleaner came back out and took me to see my mother and I was met by a nurse who advised that she was doing ok and would be woken up at some point during the night. There was no one to discuss any of my concerns with or to provide a detailed update of how things went. I then contacted my sister as she could not get to the hospital and she told me that she had tried to find out what was going on all day and was passed from pillar to post. Someone put the phone down on her on one occasion as well. She was really distressed and worried about my mothers welfare. So to summarise, this hospital is disorganised and the staff I encountered where surly, lacked compassion and didn't know how to communicate. I believe that if it wasn't for the cleaner I would still not know what was going on. I personally wouldn't wish a visit to this hospital on anyone.

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Response from University Hospitals of North Midlands

Dear "Anonymous"

Thank you for taking the time to provide us with feedback about your experience of University Hospitals of North Midlands.

If you would like to contact our PALS Team (Patient Advice and Liaison Service) so that they can investigate the issues that you have raised further. The PALS Team can be contacted on 01782 676450 or 01782 676455 or by emailing patient.advice@uhns.nhs.uk.

Thank you and best wishes