"A Review from a Patient's Friend"

About: Royal Preston Hospital

I am an internet friend in a private chat room, of a patient admitted to A&E tonight. Knowing he was having problems, it took me two telephone calls to find the hospital he had been admitted to. I spoke to two women who had excellent communication skills and paused for me to explain my specific reason for contacting them, and then directed my enquiry forward promptly. My friend received fairly prompt treatment in A&E for a serious mobility complaint that possibly he was not getting enough care and attention from his GP that warranted him being advised to "dial 999" in view of the condition and pain he was in earlier yesterday Thursday evening.. The purpose of posting this review, in thanks, is primarily to the two telephonists I spoke to. I gave my name and where I was speaking from. They let me explain exactly why I was phoning them. They redirected my calls promptly and efficiently. I suspect these days, everything is done according to the book etc., leaving little or no ability for staff to exercise initiative. I am leaving my contact details as required, and if any hospital official wants further details, contact me and these two ladies can be identified to be given an official commendation I feel they both deserve. Thank you, all of you, for looking after my friend so well in A&E tonight, and for your excellent sympathy and care to his friends who enquired about him because they were worried.

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Responses

Response from Royal Preston Hospital

Thanks for your comments. Hearing about positive experiences really motivates our staff, and helps us identify where we’re getting things right so we can share good practice across all of our services. Please be assured that your feedback has been shared with the relevant staff.

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