"Excellent A&E Surprises when discharged from MAU"

About: King George Hospital / Accident and emergency

My wife was taken by ambulance to King George on Thursday morning 25 August 2016 and I went with her as she has mixed dementia. The service rendered by the ambulance crew and A&E left us good impression. About 9 pm she was transferred to MAU. When she was admitted to A&E she was wearing a top with short sleeved white vest underneath. They removed her top and trousers and put the hospital gown over her without removing the under-vest. I was with her when she was transferred to MAU and could see that she still had her short sleeved white vest on her. I visited her on Friday Morning she still had that vest on her. When she was discharged from MAU on Saturday afternoon we found the white under-vest missing and could not be found anywhere. A staff member told me to call the MAU after the bank holiday weekend to lodge a complaint. I called this morning and I was told to call again this afternoon. I called again and was told it might have been thrown away and there was nothing that they could do and the person answered the phone never mentioned lodging a formal complaint. As the vest was brand new I bought specifically for my wife I am quite upset by this. Also when I washed my wife this morning I found the rivastigmine patch I put on her left lower back last Wednesday afternoon for her dementia which should be changed every 24 hours was still there and not removed. When she was discharged there was a patch on her right upper arm. If that was put there on Friday I have no idea whether they put one on her on Thursday and if they did why was the Wednesday one not removed. No doctor ever spoke to me at MAU but someone describing them-self as doctor from MAU did call on Friday morning to ask about her medication and I gave them all the information and gave detailed description on how the Rivastigmine patch was applied. The missing vest and the Rivastigmine patch marred the good impression we have for this incident.

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Response from King George Hospital

Thank you for taking the time to make us aware of you and your wife’s experience, following her admittance via the Emergency Department at King George Hospital. I am pleased that her initial impression of the Emergency Department was a positive one but disappointed to learn that this changed following the loss of her vest. If you wish to discuss this further, please contact our Patient Advice and Liaison team who will be able to advise you on the next steps. PALS can be contacted by calling 01708 435 454 or you can email them, PALS@bhrhospitals.nhs.uk.

Yours Sincerely

Kathryn Halford

Chief Nurse

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