"elderly father treated with no family consultation"

About: Norfolk & Norwich University Hospital

Father had major surgery at 88 yrs old and we have no complaints with his treatment but there was absolutely no communication with the family. The day of his surgery we could not even find out where he was for hours after he had come out of theatre. We were totally out of the loop until they wanted him discharged. We had to take him home with us and two days later received a call to say the red cross where about to break into his home as they had been asked to call by the hospital to care for him . We had not even been informed about this and it would have been him alone in a house with no food etc for two days if this had happened. We were told he was about to be discharged by a person who called the hospital asking after his health who had no right to be told anything , yet we could never find out anything ..Very shabby patient after care........they lost his hearing aid and found it on the floor 3 days later and also expected him to understand what they wanted to do regarding his care etc and he can hardly hear and was very confused.........my husband had been doing 90 mile round trips to get him to hospital check ups etc and yet was totally ignored from the day he took him to A@E until he was discharged ....shameful

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Response from Janice Bradfield, Senior Communications and Membership Manager, Norfolk and Norwich University Hospitals NHS Foundation Trust

Dear Jane

We are deeply concerned to hear about the care of your father on discharge from hospital. We work hard to involve family members in the treatment and discharge of their loved ones and we are very sorry this hasn't worked for your relative. If you would like to tell us more we will investigate for you and explain what happened. You can either contact our Patient Advice and Liaison Team on pals@nnuh.nhs.uk or make a formal complaint at: complaints-team@nnuh.nhs.uk We will also pass on your comments to the Deputy Director of Nursing.

Kind regards

Janice Bradfield

Senior Communications Manager

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