Is it usual for hospital wards in UK to be totally uncontactable?

[Dawndeer]

Yes I know it's covid... But I am trying to contact a hosp in Scotland in relation to my father all day. No answer from ward and I rang about 20 times until I got through at change over and then when the nurse went to find out somebody hung the phone up. After that the ward phone rang out. My brother learned from reception that my father was in a discharge ward but that doesn't make sense considering the seriousness of his condition. Also the police called to his partners mother's house this morning (the partner and mother share the same first and surname) to discuss my father with his partner but when they learned it was the wrong person that was the last anyone heard from them. The partner is tearing her hair out . I'm not because of the history with him but I would like to know either way and as I said his partner is quite upset and so is my brother. Anyway the whole point of this post is - is it unreasonable to expect a patient update? Even from reception.

Am a bit sussed about the police calling but at the same time my father has a history of violence so could be that too. I do not know should I ring the police and ask them?

I'm sorry if this reads all over the place but I've had 2 kids in hosp this week - all fine but this situation is the straw that broke the donkeys back and I've hit the wine and I don't know how to get the info I need ..

Try again and if no joy redial and ask to speak to the PALS team. I'm guessing you will get a call back pretty fast after that.

And call the police too

Wards are busy, but usually a clerk will answer the ward phone if you're not ringing at the busiest times (8-10am, 12-1, 5-6pm). Have you the right number? Go through to patient location via hospital reception who will be able to locate Dad. If police were involved it may be Dad was confused and aggressive prior to admission.

You should make sure you are recorded as a key contact also for Dad , as he can choose his NOK snd have put his partner down as NOK.

My sympathies OP and no one wins here - it’s completely unacceptable in my opinion that worried families are left in the dark; and doctors and nurses have to rush around trying to get information on top of everything else they have to do on the ward. Especially complicated with Data protection etc where they need to do an extra level of checks before they give out patient information over the phone.

I think they should have people whose job it is to do things like this (patient family liaison or something). Wouldn’t have to be one per ward, even a few scattered around and they just make sure their records are updated after rounds etc so they can keep families updated.

My MIL is in a similar situation right now. Her brother is in hospital with a heart problem - she can't go and see him, but can't get an update - he's now been in hospital since last wednesday.

She's now bought a cheaper PAYG phone and has left it at the hospital reception so at least she can call him (he's elderly and doesn't have a mobile).

I suggested PALS to her too, but not sure if she did that. And perhaps don't call 999 as her neighbours told her to do ... 🙄

Try the main switchboard if you know the ward, when it's transferred through more likely to be answered as an internal call.

Lots of good suggestions here. I’d ring the number for main switchboard and ask them to put you through to the bed manager. The BM should have an iPad type thing which shows the actual status of every pt currently in hospital, with their working diagnosis, and estimated date of discharge. They may not be able to tell to much, if you’re not the NOK, but it might help as a step to pin down the right ward. In my hospital, the nurse in charge of each ward or unit carries a DECT phone, so after you’ve spoken to the BM, ask to be put through to the nurse in charge of that ward. Good luck.

Yes. I tried last year to get updates on my Dad as Mother is deaf. No one knew where he was and I was transferred to this ward, that ward, different hospital. I gave up. He eventually replied to my DM's text.

I emailed for an update and have a contact if it ever happens again.

Thank you all so much for your replies - I really appreciate them . I did manage to get through to the ward this morning to the Clerk who explained that they don't work weekends. I'm still no clearer but she is checking with the ward sister and I must ring back in a while. If there is an issue I'll know to ask for PALs so thank you for that tip.

As far as I am aware PALS doesn't exist in Scotland.

I’m in the same boat, super frustrating

My grandad was admitted to hospital two weeks ago with a serious infection.

Once through the doors no visitors allowed unless the patient is on end of life pathway and literally at deaths door. We were told he wasn't excepted to recover but until his condition deteriorated enough to justify a visit we weren't allowed in.

By some miracle he pulled through after responding to antibiotics but still not seen anybody in two weeks.

Ringing the hospital is so frustrating as they tell you to wait until the doctor has done the rounds. But the rounds happen at different times every day. They discourage us from phoning but also dont proactively contact next of kin with updates.

I don't know what the answer is but I'm sure as hell this absolutely is not good enough. Yes I'm sure they are busy but so is everyone else and plenty of services are managing to provide more than this shit show.

It just isn't ok to have an ill elderly person alone in hospital with no contact at all with family.

I didn’t think PALS existed in Scotland either, but I’m no expert and have thankfully limited experience.

Are you likely to be his NOK? If he hasn’t given them permission to disclose where he is, they shouldn’t.