This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor service from start to finish

Story from nhs.uk

"Poor service from start to finish"

About: North Middlesex Hospital

Hour and half waiting for ambulance for an elderly gentleman after fall with head injury and heart condition , finally arrive just before midnight , to be told by a porter around 4.30 am what will be happening as no one apparently will inform you of that ! Finally admitted at 6am !! 16 days stay with very little updates or information regarding procedures being carried out , poor communication via doctors/ nurses for patient and relatives , sad to see this patient ( my father ) subjected to laying in bed with no radio no tv ( broken ) not really aware of what is going on , only one doctor at beginning of stay and one nurse who took time to explain the plan but after moving bays on same ward nothing ! It was like he was forgotten !! Discharge day .. well that didn't happen , after being told by nurses yes , twice in morning it will be today , no call or update by any member of discharge team or case worker of situation that it was not happening , 2 days later .. discharged , arrives home with no frame as advised to use , no carer available for arranged time , and his Carers at late afternoon were still not covered for following day !!

This is not the first time my father has stayed in hospital where we have nothing to compare to , that was fully supported and ran smoothly enabling an elderly man to come home feeling reassured and cared for . My sister is on her way to hospital to collect frame and we are awaiting a carer to arrive ! Not sure how elderly people are meant to deal with this who don't have any family , unbelievably poor service from start to finish ,

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from North Middlesex Hospital 6 years ago
North Middlesex Hospital

Submitted on 17/10/2017 at 13:29
Published on nhs.uk on 19/10/2017 at 04:14

Dear anonymous,

Firstly I wish to apologise for my delay in responding. I was very saddened and concerned to read of your father’s & the family’s poor experience at North Middlesex Hospital. The experience you describe is not one I would expect, as all staff should be supporting patients & family from admission to discharge and significant effort is placed by the Trust to ensure this happens. It is clear that there were a number of areas which needed improvement importantly caring, communication and your father’s discharge planning. I would appreciate more information from you, so that I can investigate the events more thoroughly. Please contact me via the PALS office on northmid.pals@nhs.net with more detail on your concerns.

It is important to feedback to those staff involved in order to identify why expected standards were not met and how real improvements can be made. In the meantime, your concerns will be addressed at team meetings, both at ward level and with the discharge team, with the intention of preventing any future reoccurrence of your father’s experience.

Regards

Angela Penswick

Matron Medicine & Urgent Care

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k