"Keeping informed"

About: Royal Devon & Exeter Hospital (Wonford)

My elderly mother was brought into A & E I am her only relative and live 3 hours drive away.

She was brought in at about 14.00 and I continually tried to get some information about her.

Finally at about 20.00 I managed to speak to someone who said she was to be discharged.

She is 85 and lives on her own and had a broken elbow.

This was not acceptable.

I could of easily come down that afternoon if someone had contacted me and seen her.

I said I would pick her up the following morning, I arrived at 09.30 to take her home only to be told she was having an operation that day!

Does no one talk to anyone!

Leaving my mother at 20.00 that night the surgeon informed me that she would be discharged on Saturday.

Still no one think to inform a relative as to how the patient is recovering,

I phone the following morning only to be told they want to discharge my mother that day!

This is totally unacceptable and incompetent.

You have an elderly patient who has suffered an injury and shock, she suffers from dementia and lives on her own.

Not good, not good care and not acceptable!

Story from NHS Choices

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Response from Royal Devon & Exeter Hospital (Wonford)

I am sorry to hear that you felt that the communication and discharge planning regarding your mother was unacceptable.

As a department we always strive to give the highest standards of care communication and I apologise that you feel that, in this instance, we fell below this standard.

As such, we are concerned to hear of this and would like the opportunity to investigate further.

If you would like us to do this, please do contact the Patient Advice and Liaison Service (PALS) team with your mother's details so that we can look specifically at what happened for her.

The PALS team can be contacted on (01392) 402093.