"poor elderly care"

About: Royal Preston Hospital

This is so sad that in this day and age that common courtesy and compassion is lacking in those whom we came into contact with whilst my elderly Mum was a patient here. It appears that as long as they are able to process you through the system and their targets are met then there is noone who actually cares that they are dealing with vulnerable frail adults.

On a very basic level may I suggest the staff subscribe to the "My name is…" campaign. Out of the many staff who were in contact with Mum only 1 Dr and 1 health care support worker bothered to introduce themselves. Trust me it makes a difference when they do - you almost feel human and that someone actually cares.

A very poor experience that left Mum more confused and upset.

Some good experiences in out patients though although communication between departments needs to be improved. Holistic care doesn't exist, our experience has been that you are either one disease or another and noone seems to want to take responsibility for caring for you as a whole.

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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 about your mum's care and her overall poor experience. I was so sorry to read your comments and to hear of the poor standard of communication she and you experienced. The Trust's values are based on compassion, respect and communication and the Trust has adopted the principles of '# hello, my name is'. We are working with staff to try to ensure that those values are reflected in every interaction with patients and their families and I'm sorry that wasn't evident in your mum's case. If you would be happy to do so, can I ask you to please contact me on 01772 522793 to discuss the issues you have raised and to provide me with additional information.

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