"Not enough communication"

About: Royal Lancaster Infirmary

Our elderly Mum was admitted on a Tuesday evening with very high blood sugar levels. A&E was extremely busy but the Doctors and Nurses were all very good and kind. It was obvious they were under pressure but coped well. Mum was finally put on ward 34 about 3.30am. It all went downhill from there, one morning they had no Diabetic pills to give her as they weren't in stock in the Pharmacy. A tissue sample of her leg was never taken as promised (she had weeping blisters) The doctors told her she would be discharged then other departments came along and said she couldn't. That happened a couple of times which wasn't fair as she got her hopes built up.

A visit from the mental health team never materialised. It was a case of teams not conferring with each other about her care. One minute District Nurses were being organised for when she came out then they weren't.

She eventually got discharged after 8 days when it could have easily been dealt with in about 3 or 4. The staff on the ward were good with her but didn't really have the time to spend with her as it was a busy general surgery ward and that was the only bed available.

Story from NHS Choices

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Response from Royal Lancaster Infirmary

Thank you for taking the time to tell us about the experience you and your mother had at the Royal Lancaster Infirmary recently. We are pleased that our staff were generally caring and supportive during your mother’s time with us but are sorry that the level of communication between staff and with your family wasn’t to the high standard we expect. We would like to discuss this further with you if possible to understand what happened and if there is anything we can do in future to improve the experience for patients and families.

If you would like to discuss this further with us, we would appreciate it if you could contact us via our Patient Relations team on 01539 716621. Thank you again.

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