"Lack of communication"

About: Leicester General Hospital

Anything else?

My Grandmother is currently a patient on the Renal ward. She has had previous stays which have been faultless, however this time we have been left extremely dissatisfied with her treatment. She was admitted over 6 weeks ago and as it stands we know nothing more about her condition from then till now. We fully appreciate that her condition is complicated however we have not been kept informed about her treatment and care plan and neither has she. The amount of times she has been scheduled for procedures which have then subsequently been cancelled is numerous. Nearly every day we are told conflicting information from the staff. The availability of consultants during the day time is laughable, we have been trying to schedule a meeting for weeks to find out what the treatment plan for my Grandma is and have so far been unable to do this. As we live a number of miles away from the hospital we are unable to visit her everyday and as such we rely on the information given to us by the nurses over the phone. We were told only yesterday (6 weeks after admission) that we are able to set up a telephone password to enable us to be given more information over the phone. It is unbelievable that we have not been made aware of this before now when the staff are well aware that we are not able to be there everyday. We have also made staff aware that my Grandmother has difficulty with her eyes due to cataracts and is unable to see clearly, we were informed yesterday by another patient that staff were being very sharp with my Grandma as she is unable to see the buttons on her bed remote and so can not raise or lower herself. We were also told by the same patient that certain nurses had been raising their voice to my Grandmother during the night when she uses her call button. We raised these points yesterday with the day team and were told that they knew she was sight impaired (as we told them six weeks ago) and that they knew about special fabric they could put on the button so she could use it, however they had not thought to do this in the six weeks she has been there and as far as we are aware there are plans to fit this to her bed remote. We also mentioned the night nurses shouting at her and we were told, ' I can not comment on the night staff'. As previously mentioned my Grandma has had other visits to the same ward that have passed without issue, however as concerned family we are now at a stage that something must be done with regards these issues we have raised as it is having a detrimental effect on my Grandmothers health. It is very difficult to stay calm when my Grandmother is asking to be taken home to die rather than stay any longer in Leicester General Hospital. Every point mentioned in this review is a valid concern and not meant to belittle or besmirch any member of staff.

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Response from Leicester General Hospital

Thank you for raising your concerns, we take issues like this very seriously so I would be keen to meet with you/your famiy to listen to your concerns further and tackle the issues. If you could please contact me on my mobile 07534907459, I am available all afternoon.

Kind regards

Jo Bayes

Lead Nurse, Renal, Transplant & Professional Services

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