"Ratings based on CDU"

About: Russells Hall Hospital

My grandmother was admitted to Russells Hall Hospital on 13 March 2016.

She was treated and diagnosed in A and E as one would expect.

From here she was moved to CDU, where the care was unacceptable.


My 98 grandmother was left on a trolley for 32 hours that I am aware of.

The department couldn't give me a policy for patients on trolleys but I did find out that they should only be in CDU for one night.

My grandmother was into her second night.


The nursing staff cannot see the patients in the cubicles, without physically going into the individual cubicles.

When I arrived 24 hours later, she was crying in pain.

We raised concerns to the sister who alerted an on call doctor.

One hour later no doctor, no pain relief and a distressed patient!


The plaster on her arm was too tight, as confirmed by the nursing staff, as her hand was swollen but still nothing done, three hours after this was brought to the attention of the nursing staff.

The care was appalling and not that the sister didn't try to alert staff.

I complained and the sister asked for the nurse in charge of A and E.

The nurse in charge of A&E alerted a doctor from their department to prescribe pain relief, which was given promptly.

I asked to see the bed manager and put over my case for a 98 year old lady to be in a comfortable, clean bed.

The bed manage promised she would be moved to A3 within two hours.

It's sad that my grandmother didn't have the energy to push for a bed and pain relief and was left in this cubicle, on a trolley for over 32 hours in pain!

Articles in the newspaper are disgusted at 28 hours, which I did bring to the attention of the staff.

My grandmother is now on ward A3 where she is cared for and is clean.

They do an amazing job with the elderly.

They are so busy but give the time and care necessary for each individual and the relatives.

Thank you Ward A3.

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Response from Russells Hall Hospital

Thank you, Lulu, for taking the time to give us feedback about your grandmother’s stay in hospital. We always aim to offer the highest standards of care to our patients and so we are very sorry to hear that we fell short of those standards during your grandmother’s stay on CDU.

You are correct that patients should not stay on CDU for longer than one night, especially if they are frail or elderly, and so it is concerning to hear that this was not your grandmother’s experience. On the occasions where this does happen, this should be escalated immediately to the senior on-call team who should make sure patients are transferred to a bed on a ward as soon as possible.

We are concerned to hear that your grandmother was left in pain and would like to apologise for the time she had to wait for pain relief once this was brought to the nurse’s attention. Timeliness of pain medication is of the upmost importance and we would like to assure you that we are investigating this. We apologise wholeheartedly for the worry and distress this must have caused you and your grandmother.

You have raised a number of concerns and we would welcome the opportunity to look into them in more detail. If you would like us to do this, please contact the matron’s secretary on 01384 456111 extension 2323 who will be happy to arrange a meeting to discuss your experience.

In the meantime, your comments have been passed to the senior clinicians and management teams involved in your grandmother’s care who will discuss your comments about her experience with their teams.

It is reassuring to hear that since your grandmother’s admission onto ward A3 you have been happy with the care she has received.

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