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Luton and Dunstable Hospital 2014-07-16 Person 1 5 0

I am the relative of a patient who was recently admitted to L&D as an emergency. It took many hours to reach someone by phone who could provide information about my relative. When I was able to get through to a member of staff (the nursing team) they were quite angry in repeatedly telling me about the bad language used by my relative. I tried to explain that this could not be helped as he has severe dementia, and it is a symptom of his disease. They did not seem sympathetic to the situation. I do not feel they understood that it was something he could not control. I understand that there are significant pressures on the ward, and everyone is working very hard, but I really did encounter an unprofessional attitude to the situation. Numerous investigations were ordered without explanation and we as a family did not feel kept in the loop about any of this, despite numerous requests that we would like to be kept informed. The medical care itself was good, although sadly let down by communication.