"Communication Awful"

About: Queen's Medical Centre

My mother was on E12 following surgery.

I would like to start by saying the care she has reviewed has been good.

However communication to myself and family has been dire.

Staff seem to have no appreciation of the stressful time patients families are going through and only seem to make up answers to questions or dismiss them entirely.

The delay of a patient returning from a procedure by a considerable number of hours seemed insignificant to nursing staff on E12, despite families obvious concern.

Staff, including the nurse in charge on this day need to go back to the drawing board with regards their communication and empathy.

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Response from Nottingham University Hospitals NHS Trust

I apologise for the poor communication and lack of empathy and understanding shown by members of the team. With your mother’s permission I will look into this so that we can learn from this experience. If your mother would like me to do so she can contact me directly on jenny.bakewell@nuh.nhs.uk or call 0115 9249924 ext. 69012 and ask for me or one of the ward managers.

Best wishes,

Jenny Bakewell.

Ward Manager, E12.