"My nan apparently isn't your problem."

Thank you for taking the time to post your feedback about your nan’s experience of our hospital. We aim to offer our patients the highest standards of care and we must apologise if you feel we did not achieve this when your nan visited our hospital. We are concerned that you feel nursing care was patchy and that you seem to have been let down in terms of communication. This is clearly not the experience we would wish for any of our patients or their families. Although we don’t have a neurological service at Russells Hall Hospital, our protocol is to seek the advice of expert consultants at our nearest neurological centre, which is the Queen Elizabeth Hospital in Birmingham. We have the ability to share images electronically with the QE to enable them to view scanned images. QE experts then advise us on necessary treatment and/or a transfer to the QE if they feel it is necessary. We are must apologise if you feel your nan was pushed out of the ward – this is certainly not the way we want any of our patients or their families to feel. We would like to assure you our patients are only discharged when doctors consider them to be medically fit and no longer in need of an acute hospital bed. Patients are discharged back to their usual residence; this may be their own home, a nursing home or care home. Before discharge, they would usually be assessed to see what support measures need to be put in place. We are sincerely sorry you feel these steps did not happen and we would welcome the opportunity to investigate the concerns you have raised. If you have not done so already, please get in touch with our Patient Advice and Liaison Service on free phone 0800 073 0510.