A Hospital Carer Liaison Worker’s story

Mrs G was referred via a call to CarersLine, in which she explained that her mother, who has a diagnosis of dementia, was in Bristol Royal Infirmary, having been admitted with suspected pneumonia (later confirmed as Covid).

Mrs G was referred via a call to CarersLine, in which she explained that her mother, who has a diagnosis of dementia, was in Bristol Royal Infirmary, having been admitted with suspected pneumonia (later confirmed as Covid).

I called Mrs G, who explained that there had been poor communication from and within the ward about her mum’s condition, specifically that most nursing staff appeared unaware of her dementia diagnosis.

Mrs G was concerned that her mum was in a side room and felt she was not being supported with eating and drinking and not being provided with stimulation appropriate to her cognitive needs. Also, in her opinion, therapists weren’t communicating in a dementia-sensitive way and were not showing compassion about her difficulties.

“Mrs. G also shared concerns that she had not been included in any discussions about current treatment, or discharge planning, despite having explained on admission that she was an unpaid carer for mum.”

Mrs. G also shared concerns that she had not been included in any discussions about current treatment, or discharge planning, despite having explained on admission that she was an unpaid carer for mum.

I contacted the ward and spoke with the senior charge-nurse. He agreed to contact Mrs. G the same day to address her concerns and to ask one of the doctors to call Mrs. G to discuss the treatment/discharge plans. I also contacted the community dementia support service to advise of the hospital admission and request a follow-up.

I explained the different pathway routes and options and the Trust’s Carers Charter to Mrs G, which I then emailed copies to her. We also discussed how she could best be supported going forward.

We agreed that she would contact us again if any further concerns arose and that she would contact PALS (Patient Advice and Liaison Service) if choosing to formally share concerns around poor communication from and between ward staff.