"Poor communication with staff at HRI"

My father suffered a stroke at work and was admitted to HRI in January 2021.  He was sent to ward 110 at HRI.  this was during the third lockdown and so visitors were not allowed.

He could not initially talk and did not have the means to communicate with anyone.  My mother who was beside herself had no idea what state he was in.  she had to try and make contact with the ward everyday.  on some days telephone rang but was not answered.  Rarely, when it was answered she was made to feel like she was a burden enquiring about her husband.  the staff answering rarely knew who my father was at first and had to check.  they kept referring to him going back to Scarborough hospital (he had never been there).  Very impersonal and entirely reactive.

On most days the phone for the ward seemed to be taken off the hook and no contact could be made.  I believe that some staff  were just doing this to avoid calls.  no one on the ward ever contacted my mother of their own accord notwithstanding that no visitors were allowed.  there was no system for contacting patients loved ones.

One evening my mother (who had been ringing all day) finally got through.  after saying to herself "thank god" she was greeted with a  retort of "i beg your pardon" and given a very passive aggressive lecture on how busy the NHS was.

She was then transferred to another staff member who proceeded to give her another lecture and then told matter of factly that my father had been transferred to Scarborough.  In fact he had been transferred but no one had bothered to tell my mother.

Once this mess had been acknowledged the nurses tone changed to that of an apology.

On finding where my father was we telephoned Scarborough.  We got through immediately and even spoke by video conference to my father.  he told us that he had been largely left alone in Hull and none of the messages we had given had been relayed.

Of course the hospital and staff will say that there is a pandemic on and my fathers recollection was not what it was, but I know that the staff on this ward were derelict in their duty of care to my father and mother.  the hospital should investigate the telephone system and the nurses on tis ward.  they seem to think that they are too important to communicate with loved ones.

 I have complained to PALS but not heard anything.  The hospital needs to look into the situation instead of hiding behind the pandemic as a catch all for a poor behaviours.