"Let down upon discharge."

About: Royal Derby Hospital

I attended the A&E at the Royal for the first time on Saturday night with dreadful pain. From the receptionist to the doctor, I met with nothing but courtesy and compassion and was very soon given something for the pain. The department was very busy but everybody was calm and professional and everything seemed to run like clockwork. After seeing the doctor, I was admitted to the SAU to have a CT scan the next day and again, I was rapidly attended to and treated with courtesy and compassion by the night staff and quickly settled into a bed. The day staff and hostesses were all very good and helpful and my scan was carried out by 10am. By now, I was pain-free and feeling much better and was 99% certain of going home as I had an outpatient appointment imminent for the problem. At 7pm, I was still waiting to see the doctor for discharge which took about 5 minutes when they eventually arrived. I also asked for a cannula to be removed at 6.30pm as my arm was becoming red and painful and was still waiting nearly 2 hours later! I could have understood this if SAU had been packed with patients but there were very few beds occupied at that time. My arm is still red and very tender nearly a week later. One other thing, whoever is in charge on there needs to have a word with their staff about their chat at the nurses' station and what they are saying re patients. One HCA's attitude was pretty appalling!

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Responses

Response from Royal Derby Hospital

Many thanks for providing us with this important feedback following your recent stay with us. We were very pleased to hear that for the main, your experience was positive. However, we were also sorry to learn that you felt there was an unnecessary delay removing your cannula before going home and also the attitude and actions of some of the nursing staff had been inappropriate. We will certainly ensure this information is shared with the staff in our A&E Department and on our SAU Ward. Unfortunately, without more details, we are unable to respond more fully, other than to offer our sincere apologies for any upset caused during this brief stay with us. If you would like us to respond more thoroughly, you may wish to consider contacting our Patient Advice & Liaison Service (PALS) on Freephone 0800 7837691 or via email on dhft.contactpals@nhs.net, who would happy to assist you further in this respect. Many thanks once again for taking the time to provide us with your comments and may we in the meantime, take the opportunity to wish you very best wishes for the future. Kind regards Patient Experience team for Derby teaching Hospitals NHS Foundation Trust

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