"I am disgusted with the a&e ..."

About: Royal Lancaster Infirmary

(as a relative),

What I liked

I am disgusted with the a&e department. My son in law has bowel cancer and lund mets, I am a nurse and know what this means he was admited on 18/2/2010 I rang them as my daughter was very upset as she didnt know what was happening, I live so far away and could not be there for her rang to speak to her to see if I should go over and all I got from a male member of staff was this is not a mobile ill tell him you called. My poor daughter was all on her own. I will be speaking to a doctor in the morning. This is not good enough

What could be improved

interpersonal skills

Anything else?

a little more understanding of the fact that I could not get in touch with my daughter and she was all on her own

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Responses

Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention. We are sorry that the service that you received did not meet the high standards that we aspire to achieve. Your comments will be passed onto the staff involved for this area.

You mention in your comments that you intended to telephone the Doctor involved, if you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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