"I’m writing to express my thanks ..."

What I liked

I’m writing to express my thanks for the manner in which the medical staff at Warrington Hospital dealt with my elderly mother when she was admitted recently.

On the evening of Wednesday 13th May 2009 my mother fell and broke her shoulder and I took her to A&E. She is an independent 87 year-old with a dislike of hospitals in general but I’m happy to report that she was dealt with courteously, cheerfully and efficiently by all staff she came into contact with. In particular, a doctor on the evening shift in the Minor Treatment unit was outstanding; they clearly explained everything they was doing and equally clearly explained the diagnosis and what needed to be done. The nursing staff in the Minor Treatment unit and x-ray unit were also very good.

She was subsequently admitted to Ward A4, where she remained until discharge on Friday 15th May. Again, all staff were excellent but one stood out - the staff nurse was outstanding in the way she dealt with Mum’s discharge arrangements, which were complicated (there was no OT available and so even though she was medically OK, it had to be a self-discharge). They kept both Mum and family members happy whilst working within the hospitals systems and policies.

What could be improved

Discharge when medically possible - assessments for out of hospital care need to be immediate to avoid frustration and bed-blocking.

Also lack of communication / poor bedside manner from consultant.