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Bad communication

Story from nhs.uk

"Bad communication"

About: Northwick Park Hospital / Cardiology

My sister-in-law was admitted over 4 weeks ago. As he next of kin they said they would inform me when any changes were made. They called me one evening after 10pm to inform me she had developed a bed sore!!

Last Friday i called to srehow she was doing to be told she had been moved earlier in the day to a rehab.center.

When l asked why l wasn't informed nobody wanted to give me an answer. Yesterday 4th.Sept. I called complaints to find out the answer. They asked what I expected them to do. They said they would speak to the ward and get back to me in the afternoon. It's now mid day on the 5th.and have not heard anything.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 05/09/2017 at 19:22
Published on Care Opinion on 06/09/2017 at 10:10

Dear Seajay

I am disappointed to read this and am very sorry to hear this has been your experience.

Please contact the patient experience team on 0208 869 3638 or LNWH-tr.PATIENTEXPERIENCE@nhs.net and we will try to get you the answers you need. We cannot investigate without more information.

Best Wishes

Sue

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Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 07/09/2017 at 15:05
Published on Care Opinion at 15:12

Thank you for contacting me and for a very helpful conversation.

I am sorry that our communications have been so poor and hope you feel that your concerns have now been heard and addressed.

Best wishes

Sue

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