"Not getting the basics right"

My mother-in-law has just been transferred from LGI to Selby for physiology following a fall and operation on a broken leg.

My wife and I want to visit her so I go onto this website to find out patient relative/friend visiting times. No sign of them.

Never mind, there is a number to call. I call it and a pre-recorded message says that the hospital is open between 8am and 6pm. Despite it being 9:20am (on a Sunday) the message just directs anyone with a non-emergency to call 111 and those with an emergency to call 999 - and then cuts me off.

Am I to assume from this that patient visitors can call at any time between those hours? Well, I’ll find out when I go later today. Let’s hope reality matches the message. And what if I need to get through to the ward the patient is on? There are no other numbers listed so we can’t. When my mother-in-law was in LGI there was a switchboard operating 24/7.

Anyway, so we get there at 12:15 and there’s a sign saying that visiting hours are 1pm to 7:30pm. Luckily, the front-line staff allow us in when we explain the inadequacies of the Trust website and phone info.

If the management can’t get basics like this right then I have to wonder about support for front line staff.

Just to underline things...There is a mandatory field about which department the review is about. It doesn’t even list the IPU so I have to select ‘Don’t know’ to submit the review.