"Care following a bleed on the brain"

About: Russells Hall Hospital

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I was treated for a stroke and taken to "breakfast club" on my third day after being admitted as an emergency. When I got to Queen Elizabeth Hospital in Birmingham they said I should have been transferred there straight after my admittance. I had burr hole surgery the same day.There were bank nurses on the ward at Dudley who treated the patients as if they were children. Food was placed in front of patients who were obviously unable to feed themselves. I sent a letter to Russell's Hall executive outlining areas for improvement but never even got an acknowledgement. If my family hadn't insisted on a brain scan I wouldn't be here now.

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Responses

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 aim to offer the highest standards of care and respect for our patients and so we must apologise if you felt some staff were talking to patients as though they were children. We have passed your feedback onto the ward team to enable them to make any necessary changes. It is difficult to comment on your transfer to the Queen Elizabeth without your own details and reviewing your medical notes. There could be any number of reasons, both medical and non medical, for the timing of your transfer and we would welcome the opportunity to look into this for you. Please contact Katie Pugh, the lead nurse for the Stroke Ward, via the hospital switchboard (01384 456111) and she will be very happy to meet with you. We have a scheme called Protected Meal Times where all staff are expected to assist in helping patients with their meals unless they are dealing with an emergency. Our patients are assessed for nutrition needs on admission and if help is required it is identified on the back of the bed boards. Patients are given a red tray to let staff know help is needed. Some of our special diet meals are pre-packed and are sometimes too hot to serve immediately; hence they are left to cool down first. Our Chief Executive Paula Clark responds to all complaints and it is our policy to acknowledge complaint letters within three working days. We can only apologise if this did not happen in your particular case. If you would like us to look into the status of your complaint, please get in touch with our Patient Advice and Liaison Service (PALS) on free phone 0800 0730510.

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