"My husband's care at Russells Hall"

About: Russells Hall Hospital / Accident and emergency

(as a relative),

My husband was vomiting blood, so we went into Russell Hall 4 am on a Thursday morning. They checked him over and gave him drugs to stop bleeding. The waiting time is terrible, as it wasn't packed.

He was told he would be having a camera down inside his stomach, to see what was going on. He hadn't had anything to drink or eat, and luckily his diabetes readings were ok. They then told him the camera would be Monday instead. On Friday afternoon, he asked a nurse about a drink, as he wasn't having camera till Monday. She asked a doctor, who said he could, so I took him to the café and bought him fish and chips and a drink.

Our main problem is there is no communication between patient and doctors and some of the nurses. There were lots of times we asked questions and they said they would find out what happened, but they never got back to us. It was so frustrating not knowing what was going on.

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Response from The Dudley Group NHS Foundation Trust

Thank you for taking the time to give us feedback about your husband’s experience of our hospital. We welcome all feedback and would like to assure you all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

Coming to Accident and Emergency under such circumstances, and at four o’clock in the morning, must have been a horrible experience and we are so sorry if poor communication added to your stress and anxiety.

Keeping our patients and their families fully informed and involved in their care and treatment is a priority and we are very sorry this was not your own experience. We appreciate how frustrating it must have been feeling that you did not know what was happening.

We aim to offer the highest standards of care and we must apologies if we fell short of this during your visit.

We would welcome the chance to look into the circumstances of your visit in more detail to find out why communication fell so short. If you wish us to do this, please contact our A&E matron Kaye Sheppard via the hospital switchboard on (01384) 456111 and she will be happy to arrange a meeting.

In the meantime, we have forwarded your feedback to Kaye who will discuss it with the lead nurse and arrange for it to be put on the agenda of her next team meeting.

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