"the hospital was very clean and ..."

About: Royal Shrewsbury Hospital

(as the patient),

What I liked

the hospital was very clean and the nursing staff courteous and helpful. i dont know what ward procedures are like as yet but so far, im happy with the hospital bar the complaint below

What could be improved

communication was appalling. i am currently under two consultants and getting through to the one is ridiculous. i never get a call back and any queries go unanswered. i had to write a letter about appointments and i still havent got a reply. im due to be admitted on the 8th but phoned yesterday as i hadnt heard. i was told i wasnt down yet i had it in a clinic letter and verbally from registrar. i then managed to get back in on the 8th to be asked to attend pre assessment today. when i got here, i was actually down for next friday for a different time which id been told. then an admission letter was suppsed to be waiting for me. i mentioned the letter to the nurse as it wasnt waiting for me and she phoned. somebody was supposed to bring it down but in the end, the nurse went to get it. i was originally told it was posted yesterday when i asked originally and yet the date of the letter fetched was today. i then was told to ring and cancel the appointment for tomorrow but i cant get through. 30 mins i have been trying and cant get through to pals either. The secretary isnt answering so what do i do???? Then there is the question of the two appointments sent - which do i attend and i was told that i would be sent one a few weeks after the procedure im being admitted with. So that would be 3 for the same consultant. As a medical secretary myself, its poor practice.

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Responses

Response from Royal Shrewsbury Hospital

We aim to provide best possible services for all of our patients. We are very disappointed that your experience has not matched the standards that we expect for everyone arranging appointments with our hospitals.

Unfortunately the NHS Choices website is anonymous, and your contact details are not shared with the Trust. We would therefore encourage you to contact the Trust to discuss the issues you have raised so that we can address them as soon as possible.

Please call our Patient Advice and Liaison Service (PALS) on 0800 783 0057 or visit their office near the Main Ward Entrance. They aim to: provide advice and support patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp

Thank you for taking the time to raises these issues through NHS Choices. We look forward to hearing from you direct so that we can address your concerns.

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