"Staff in AE were very good."

About: Royal Blackburn Hospital

(as the patient),

What I liked

Staff in AE were very good.

What could be improved

Staff on MAU need a lesson in customer service and ensuring that patients have been fed and ensure that they have the medication they require. Also communication between departments needs to be improved.

Anything else?

My sister was admitted to MAU via AE she was told that she would have to stay the night as she required a blood test at 12 midnight. After prompting staff she had the blood taken at 1am. At 3am a doctor told her that the blood results were clear so she could go home. When my sister told the doctor that she could not get home she was told to get a taxi. My sister had no money or her house keys so she said she would be quite happy to move to another ward as she realised that the ward was exceptionally busy. 5 mins later she was moved and the nurse who took her was extremely rude to her trying to make her feel quilty, the nurse who met her on the new ward was very nice and showed my sister compassion. The staff on MAU had neither asked my sister if she had eaten ( she had been in AE from midday to 8pm) or if she had her medication on her (she has recently been diagnosed diabetic). My sister is an intelligent and caring person and she felt guilty about the fact that she had refused to go home at 3am in the snow when the temparature was -6. It beggers belief that she was even asked the question. This is anonymous because she does not like to cause a fuss but i am hoping that her daughter will write a letter of complaint with her blessing because something needs to be done. I know nurses and doctors are very busy and that the majority do a very good job but there is no excuse for this treatment.

Story from NHS Choices

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