"AEU treatment of patients with dementia"

About: Hull Royal Infirmary

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How the hospital gets 3.5 stars amazes me. This is the second time. the first time 5 hours to see a doctor left in a corridor with none of his drugs given to him - he has Parkinson's decease. This time trying to find out what was happening over the telephone as I live in Somerset was almost impossible, told to call back after visiting time was a waste of time, even had the telephone picked up and put down straight away. The receptionist was just rude and very impatient. My Mum is 88 years old and had to make him comfortable with the help of a patient waiting to be picked up after being discharged just what is going on. You do not seem to respond to any complaints either. I know you are busy but patients are human beings too!! We still do not know where he is going to be transferred to, could even be another hospital and you seem to have the habit of not telling relatives where. You say call before you come but you don't always answer the telephone. This is not just about being busy it's bad organisation and very poor customer care.

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk. If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email your.nhs@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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