"Very poor communication and standards that have..."

About: Royal Preston Hospital

My Dad was admitted to ward 18 after a hip replacement operation at nearby Fulwood Hall hospital(-Excellent standards and 5* treatment) He then got moved to ward 4 as they needed his bed on ward 18!! On ward 4 he was not mobilised, still had original catheter in place and wound dressing from his operation. The ward seemed very understaffed and there seemed a complete lack of communication about what was happening. When you phone the ward they never answer the phone and as we speak I have been trying to get through for the last 2 hours!!

We were told by a staff nurse that he was going back to Fulwood Hall but they were waiting for a bed....... not true as I phoned them myself and his room was ready for him to return to !!! My sister and I made a visit to ward 4 this morning at 11am to speak to the ward manager and was told dad would be returning to Fulwood hall today............endless phone calls unanswered later and even the phone was picked up then put down!!!!!! Appalling!

It is now 7.30 pm and no idea what is happening as you can't speak to anyone. Missed visiting time and poor dad is stuck on this incompetent ward for even longer!!! The only good thing is that when I called Fulwood

Hall hospital they answered the phone straight away and I talked to a lovely person who informed me immediately that dad hadn't returned there. They even joined in to help us find out what was going on.....many thanks to this Fantastic establishment.......RPH have a very long way to go and things have certainly gone downhill since my mum was in 3 years ago. A very frustrating time for all of us.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to provide your feedback. I was sorry to hear that your father's experience and the communication that took place was not fo the standard we would aim to offer.

I have shared your comments with the ward manager and with the Matron for that clinical area, who were as disappointed as I was to read of your experience. They are working with staff to improve communication, and the information you have provided will be shared with the team as part of that work to enable them to have a better understanding of the impact of poor communication on our patients and their families.

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Response from Royal Preston Hospital

Thank you for taking the time to provide your feedback. We were very sorry to hear of your father's experience and of the standard of communication you experienced.

The ward manager and Matron are currently working with staff to improve communication with both patients and their relatives/carers. Your feedback has been forwarded to them to enable them to share your comments about your and your father's experience with staff to enable them to gain a better understanding of the impact of poor communication.

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