"Not keeping family informed"

About: Queen Elizabeth Hospital (Birmingham)

My brother and i were told our mother's cancer may have spread on Wednesday and were told we'd have an update on Thursday. Today we are still waiting. Never a doctor around and even when I have left a message for the doctor to call me - nothing. Duty of care extends to not get only the patient but also their family. My family need to know what we are facing but brick walls is all we come up against. Not happy with the service at all. I understand the pressure the NHS are under but you can't deliver news like that and leave the family hanging.

Story from NHS Choices

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your family’s experience at the Queen Elizabeth Hospital Birmingham.

We are very sorry to hear that you are having problems communicating with the doctor who is looking after your mother. We understand how frustrating this must be at such a difficult time so we are keen to speak to you directly so that we can help you to resolve this.

If you are happy to do this please make contact as soon as possible via the Patient Advice and Liaison Service (PALS) who will be pleased to put you in touch with the relevant senior staff.

PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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