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No joining up of the dots

Story from nhs.uk

"No joining up of the dots"

About: Hillingdon Hospital / Accident and emergency

Very disappointed with the treatment received so far for my 86 year old father.

There is a lack of security around the A&E department where my father was initially taken.

As next of kin, I have not been informed or involved in any decision-making concerning the care of my father.

We were aware that my father needed pain-killers at 2.30 pm yesterday and alerted two health care professionals.

I understand from my father that these drugs were not administered at any point during the day.

Since admission, my father has since been moved from A&E to the surgical assessment unit and then to an orthopaedic ward - and I was not informed or been involved in any of these moves.

My father was in Northwick Park some two weeks previously and the care there was exemplary.

The visiting hours at NP were 11 am to 9 pm which was so helpful when we are all trying to hold down jobs and help nurse and care for our loved ones.

The parking is abysmal at Hillingdon, there is no direct public transport and even worse, visiting is 3-5 pm or 6-8 pm:

I am unable to visit as much as I would wish mainly due to the limited visiting hours and appalling parking conditions.

This is not compassionate.

We would like to make my father's last weeks/months as bearable as possible and unfortunately, my father is as miserable as we are.

He is very sick and the experience at Hillingdon has added to all our woes.

Shame on you!

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Responses

Response from Hillingdon Hospital 6 years ago
Hillingdon Hospital

Submitted on 26/03/2018 at 16:50
Published on nhs.uk at 17:06

I am sorry you have had a negative experience at The Hillingdon Hospital.

In regards to the lack of pain relief for your father, this is not acceptable and I as Matron for A&E will be addressing this issue with the nursing and medical staff.

It is expected that patients receive all their medications in a timely fashion and in this case that obviously didn’t happen.

Please accept my sincere apologies for this and rest assured it will be dealt with.

In regards to the parking, it has long been recognised that the parking is one of our biggest problems and the executive team are fully aware of this also.

We are working hard to ensure fair parking for all patients and staff and there are long term plans to address this.

I will discuss the visiting times on the ward with the matron to see if this can be flexible especially if the patient is particularly sick or vulnerable.

I hope this has allayed your fears and please accept my apologies again.

Katharine Egginton

Matron ED

I am really sorry you have had such a bad experience. We embrace having carers on the ward at any time to help look after their loved one. Please ask the nurse in charge on Kennedy ward for a carer’s badge. You can also ask for a parking permit which will give you a fixed cost permit for a week or month. If it helps the U1, 2, 3, 4 & 5 buses go past the front entrance of the hospital. I do hope your father is now comfortable. Please do not hesitate to contact me if I can be of further assistance.

Kind regards

Pippa Dorney-Kingdom

Senior Nurse Manager ITU (Surgery)

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