"Communication and care"

About: Lincoln County Hospital / General surgery

(as a relative),

My grandmother was admitted to Welton Ward. She should have been admitted to a hospital closer to her home but sadly non emergency transport were unable to facilitate this.

As her only family member physically able to remain in contact, I have left my details on several occasions with the ward. Initially speaking to some wonderful nurses and health care assistants.

The past 48 hours of trying to contact her and the nursing staff has been horrific. I work for the NHS as a senior leader and a nurse by trade so am extremely empathetic to busy shifts and under pressure shop floor staff. However, one nurse refused to give me her name after repeatedly telling me that the night shift would need an hour after hand over to speak to me. Other members of staff are unable to tell me any treatment plans or updates due to agency working (no access to online records? )

It has taken me three times and over 2 hours of attempted contact to gather the name of her consultant and the ward sister. Gathering this information was extremely difficult as staff on the phone appeared to either not know or reluctant to tell me.

I would welcome feedback from the service manager as to any ideas, plans going forward etc as at the moment I feel like my grandma is left abandoned with no communication to those who matter in her life

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Response from United Lincolnshire Hospitals NHS Trust

Dear NHS employee and relative

Thank you for feedback. I am extremely sorry that you have clearly been let down by the lack of communication from some staff members. I would like to offer you the opportunity to meet with myself to discuss the issues raised. My contact number is below.

I would like to further reassure you that by raising these issues lessons will be learnt. There are processes in place to aid effective communication that have clearly fallen short of expectation. I would like to reassure you that we will include in the agency nurses ward checklist - information regarding the ward managers name and the procedure for answering telephone enquiries.

I look forward to speaking to you.


Lorraine Waby

Ward Sister

Neustadt Welton Ward

01522 582731