"Glad to be discharged home"

About: Russells Hall Hospital

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Was recently admitted via the Accident and Emergency department. The two paramedics that took me in to the hospital were very professional and instantly put me at ease. The care and prompt attention I received in A & E was excellent, i did not get the name of the Doctor but he was very caring and kind, I cannot fault that part of my visit. I would like to extend my thanks to them as I observed that they worked extremely hard, as a team, throughout the night in difficult circumstances. Unfortunately things went downhill from there....it was decided that I needed to be admitted to B3 which I believe is the surgical assessment unit. When the porters delivered me there I was told there was no bed available and was made to feel most unwelcome. I was put in the waiting room in a wheelchair on a drip (which quickly ran out) for over four hours. During this time I was in severe pain and I personally found it very humiliating to be in that level of pain in a cramped public waiting area, and having to discuss personal medical information for others to hear. I was then transferred onwards to another ward overnight which was more comfortable, however by this point I had still not been assessed by a doctor, and i had no idea what my diagnosis or treatment plan was. It was mentioned that i needed a scan, that never happened. I was asked to vacate the ward bed early the following morning as it was needed by someone else. I was told I needed pain relief every 4 hours but due to a protracted wait in a discharge lounge i had none for over 6 hours, so again, back to waiting in a public area in severe pain with no pain relief. I don't wish to be negative about this hospital as I have been a patient there before and always received a very good service, on this occasion I felt I could have been communicated with far better and treated with more dignity.

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Response from Russells Hall Hospital

Thank you for taking the time to post your feedback about our hospital. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We are pleased you were happy with the care you received in Accident and Emergency and we will be more than happy to pass your comments onto the staff in the department. We are truly sorry you did not experience the same standard of care on our Surgical Assessment Unit (SAU). The privacy and dignity of our patients, and their confidentiality, is very important to us and we are so upset to hear you felt humiliated while in our care. Your experience is one we would not wish for any of our patients. It is not our normal practice to assess patients in a public waiting area or discuss details of their condition. On the SAU we have a separate triage room for doctors to do their assessments. You have raised a number of issues that we need to address but it is difficult to follow up without knowing your own details and reviewing your case notes. We would appreciate it if you would meet with us to discuss what happened to enable us to investigate further. Please contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 and they will arrange a meeting with the senior team in the unit.

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