"Dissatisfied 0 out of 5"

About: The Royal Liverpool University Hospital

Anything else?

My wife was sent to your hospital after attending the City Centre walk in centre; where by the way the treatment and service was really good. The first thing wrong on being booked in (about 13.00 10 August 2013) at the Acute Medical Unit was the name on the wristband, it was a previous married name that would have caused to much trouble to change. My wife was attended to by the staff and a number of tests where done. When seen by the second Dr ( a Registrar I think) at about 19.30 it was decided to find a bed and monitor overnight. Telemetry was fitted and a (consultation) room was found to wait. My wife was moved into the 'ward' Bay E3 just after midnight. 11 hours so far. There was a bed space but no bed in the space. A bed became vacant and we enquired could that be used? we where told quite aggressively no! As this bed was unsuitable being an orthopaedic bed. I settled my wife in a bed about 30 minutes later and went home. I did not point out the state of the floor (so as not to further alarm my wife), blood stained, the curtain, blood spattered, the side locker surface, blood stained and a cotton wool swab blood stained on the floor where the bed should be. When I left the lights in the ward had not been dimmed and the ambient noise was like being in a factory. I called in the morning and collected my wife after the Dr had said all was well and she could go home as being diagnosed with 'migraine without the headache'. Fine. On the journey home my wife commented on the appalling lack of attendance, respect and treatment from the night staff who totally ignored patients, most of whom are elderly, when in distress. At one point a lady in the next bed whilst using the call button and calling out for help caused my wife to leave her bed and verbally force attendance from the night staff. The comment my wife made was they just stood around talking. Just before the day staff came on, although at the time my wife did not know this a lady again calling for assistance was ignored and left until the day staff took over. It turned out the lady had soiled the bed. She was attended to by the day staff who carried out their job in a totally opposite manner to the night staff, courteous, respectful and very helpful. I have recently had an excellent experience with a Liverpool Hospital and could not fault the service provided by Alder Hey Children's Hospital and I know from that experience how good The NHS is. The reputation of 'The Royal' precedes it and only the negative remains. This email is being copied and that hard copy will go in the post to the relevant persons in the trust. Thank you for allowing me to comment.

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Responses

Response from The Royal Liverpool University Hospital

Thank you for your comments. We are sorry to hear that your wife did not have a good experience of care in our acute medical unit. We have forwarded your comments to senior management and would like to find out more from you so we can investigate your concerns properly. Please contact the Customer Relations Team by phoning 0151 706 4903 or 0151 706 2265, or typetalk 18001 0151 706 4903 or by emailing complaints@rlbuht.nhs.uk.

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