"Experience as patient and relative"

I was a patient recently in ward 43 for medical management of a miscarriage. I feel the communication was extremely poor between staff to staff and myself as the patient.  The staff gave the impression of being quite new/inexperienced to the ward, unable to answer questions, nor did they offer to find out answers. If communication and listening  was a higher priority my plan of care would have been different, however I must say the consultant was excellent when I seen them 24 hrs after admission. Their explanations were very informative and clear. They acknowledged the oversight on the management of care leading up to then.  At the time I didn’t say anything but felt my experience in the ward was very unorganised / unprofessional. I felt maybe I was emotional and maybe too sensitive to what was happening under my circumstances 

However, I’ve recently had a family member admitted to the ward for a surgery and overnight stay and I still feel the communication is a serious issue. On admission the patient was seen by two different anaesthetist within 10 mins of each other, who both asked same questions, did same exam, then bloods were taken by another member of a team (HCA) and was seen was by consultant and examined. 15 mins after this another team member possibly a doctor but no introduction given examined again, explained they would take bloods. I stated these had been taken which they weren't aware of. I can understand the repeating of questions due to paper work and ensuring safety standards, also the need for various disciplines to review but this was just bad management. I think the general communication between the team or the general structure needs worked on. No one was aware of each other's work, is note taking or reading lacking??

I rang to enquire how patient was 6.5 hours after surgery to be told they they would assume they are how you would expect after surgery.  I tried to get some clarity if they were awake, had ate etc. I was then asked do they not have a mobile, ring them and see. I understand they may not have been directly caring for patient but could have made more effort to find out or had a better phone manner. This staff member gave no name or job title when answering the phone. I’m aware wards are busy and have staffing problems but general courtesy goes a long way. I did not ask for any personal medical information, I explained I was NOK. To be told they assumed how my family member was does not give great faith in the service being provided. 

One on one with staff they are kind and caring. I believe it’s the structure/management of ward communication and protocols that need reviewed. 

I've seen from a patient and relative's point of view and neither came up to a standard I would expect.