"Apples and pears"

About: Ealing Community Partners - Adult Community Services

(as a relative),

When dealing with the staff at this trust I feel that I'm talking about apples and they're talking about pears.  I don't think they are fit for purpose.  I have just received a four page letter from them in response to my query and complaint and it doesn't make sense - apples and pears.

My mother had a fall and attended the Ealing day treatment centre, a nice nurse then visited my mother at home to check the facilities.  They decided that she needed extra handrail and a hand grip at the side of her bed too.  The nurse signed off for these things but then went on holiday and it seemed everything went on hold.  I rang the trust but no one knew what I was talking about or could answer my query, there was no record, no case number, no reference.  I was getting nowhere so I asked to speak with the manager who when I quested him instead of giving me answers, put the phone down on me. 

The only advice I was given was to try Mediquip but again with no reference or order number.  I was asking for some help to find out where the equipment that my mum needed was and when it would be fitted for her but it was as if I was asking too many difficult questions for them and they responded by hanging up the phone.  I tried calling them back but there was no answer.  I put in a complaint by email expressing that there are procedures to follow and that their handling of my enquiry was not acceptable.  No explanation was given to me.

Now I have received this letter and it doesn't make any sense.  It refers to not being able to meet to resolve the situation, yet no one has tried to contact me let alone set up a meeting.  It mentions a second person trying to visit me - but again no one has tried to visit me or mum - why?  I am at home all day I am my mum's carer.  Like I say we are talking about different things -apples and pears again.  I don't have any sense of what this letter is about.  I wasn't rude, racial, offensive or even shouting I just asked questions.  It seems no one know what is happening now I just want things sorted for my mum and to know she is safe.

Responses

Response from Sara Kerry, Patient Experience Coordinator, Central Governance Team, West London Mental Health NHS Trust

Dear Indigohy49

Thank you for taking the time to feed back to us about your experiences of care provided by Ealing Day Treatment Centre, and that you were dissatisfied with the outcome of the investigation into your recent complaint. A member of the Ealing Community Partners management team will contact you directly to arrange to discuss further as part of the next stage of our complaints resolution process.

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