"Appalling ward 12"

About: Royal Preston Hospital

My partner fell off his tractor so we went to a and e on Sunday morning, the service through a and e was fabulous until we were put in a side room and forgot about! We were kept in over night, so he could have surgery Monday morning! Monday afternoon at around 2.30 the surgeon finally came to see him and said he didn't no he was in otherwise he would of performed surgery in the morning. He was starving and thirsty as he hadn't eaten or drunk since the Sunday night at around 10 as we thought surgery was going to be performed in the morning. Prior to the surgeon coming to see him the staff nurse who was on duty ( I won't mention any names on here but will be putting in a complaint) was so rude and unprofessional, she didn't have a clue about any of her patients. The way she spoke to other staff members was out of order. He finally went to surgery at 4.30 so I went home. I got told he'd be an hour so I gave it till 6.30 and rang to see how he was, it took 15 mins to answer the phone and was told he was on way back up to the ward from the theatre. So I set off back to the hospital and he wasn't on the ward so I asked the same staff nurse where he was, and she didn't have a clue, wouldn't even offer to find out! Luckily a nurse I knew was on that ward so I asked her for help, she was fabulous a real credit to the team. He finally came back to the ward and the staff at night were great! One nurse in particular put my mind at rest. She's an absolute credit to the team too. If they hadn't been on that ward I wouldnt of got anywhere. I hope you will pass on my thanks to the two of them as I really appreciate there help. Just wish the rest of the staff were as helpful. Forgot to mention another person who was a diamond too.

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Responses

Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for your feedback. I'm very sorry to hear of your husband's and your overall experience, though pleased to hear that some members of staff provided the standard of care and support that we would want for all our patients. Please be assured that your feedback has been shared with senior staff in the Surgical department. If you feel it would be helpful to discuss your concerns further and to have a more detailed response, please do not hesitate to contact our Customer Care department on 01772 522521.

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Response from Royal Preston Hospital

Thank you for your feedback. We're pleased to hear that some staff provided the standard of care and support that we aim to provide to all patients, but disappointed to hear of your husband and your overall experience. Please accept our apologies. Whilst your comments have been shared with senior staff in the area, should you feel it would be helpful to discuss your concerns further and to have a more personal, detailed response, please don't hesitate to contact our Customer Care department on 01772 522521.

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