"Very rude at difficult time"

About: The Princess Royal Hospital (Telford)

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I travelled a lengthy distance to see my elderly mother who was in hospital following a fall. A few minutes after I had arrived for the very short ( 1 hour) visiting time an orderly arrived to take her for X ray. I asked if this could wait until after visiting time but they were very abrupt and rude to me and bundled her into the wheel chair to go down t X ray. When I pointed out to the staff in X ray that I would have driven 180 miles round trip for not much more than 30 mins by the time they had finished I was told their needs were more important than my mother having time with me - despite the fact there were other people waiting for X ray. The sister did let me stay a little longer but my mother and I were treated with no courtesy or understanding at all. My mother also mentioned she was left waiting for ages when she needed the toilet in the mornings. The whole experience reduced me to tears and left me with o confidence in the hospital.

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Response from The Princess Royal Hospital

I am very disappointed to hear this. There are clearly some important lessons here to share with the ward and I have spoken to the orthopaedic teams about this. Unfortunately this website does not share your details with us, but if you would like to discuss this with us further please contact our Patient Advice and Liaison Service (PALS). The PALS office is located near the main entrance at the Princess Royal Hospital. It is normally open Mon-Thu 9am-5pm and Fri 9am-4.30pm. You can also contact them by telephone on 01952 282888, and there is an answerphone to take messages outside opening hours. Please note that PALS staff may be busy with other patients or relatives when you call, so please accept our apologies if they are not available immediately to take your call. More information about PALS is available from our website at http://www.sath.nhs.uk/patients-and-visitors/pals

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