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In my experience, this hospital ...

Story from nhs.uk

"In my experience, this hospital ..."

About: Royal United Hospital

What I liked

In my experience, this hospital just will not admit that in certain areas there are serious managerial and administrative problems which need to be reviewed as a matter of urgency.

last month I was sent to cardiology having suffered chest pains and various tests were performed and future tests required

My GP then receives a letter saying I did not attend, & no further apps would be booked!

Hospital reply - 'Sorry - computer error! But a potentially very serious error, and certainly not a one off either - because even after telephoning a forghtnight ago to the apps dept for dates of other referrals which I had been told were already sent out and the apps department assurances that they would re send the letters, nothing as yet has arrived.

Complaints dept? Always an answer-phone message saying 'sorry, I'm not at my desk right now...but again, that appears to apply to whatever department you need to speak to. Patients receive a callback but the initial complaint seems never to be dealt with satisfactorily and fully.

I'm not surprised their is an undercurrent of tension among the nursing staff who personally I think are trying to do their best of a very bad job particularly when I am told each dept has been paired down by senior management.

Everyone seems to be in agreement that it is a lousy computer system but still fail to recognize that computers only put out what the initial user has put in and the end user has requested and if it so bad isn't it about time that for the future various departments were re designed around a typing pool a box of carbon paper & a filing cabinet?

Just stop making excuses.

Gp's blame the hospital - the hospitals blames the GP's but as a patient, I don't care who is to blame - just deal with it once and for all because In my opinion the RUH is poorly a performing hospital and failing to deliver even a minimal expected standard of patient care for the 21st century.

Really getting hacked off with it all now!

Anything else?

On arrival, bring plenty of change. Car parking charges apply and the hospital shop, restaurant and various confectionary/drinks machines are very expensive although there is a cashpoint at the entrance that does dispense notes.

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Responses

Response from Royal United Hospital 13 years ago
Royal United Hospital

Submitted on 07/07/2010 at 17:02
Published on nhs.uk on 25/07/2010 at 20:38

We are very sorry that this pateint did not feel they received the standard of care and service we strive to ensure all our patients. Without specific pateint information is it difficult to address this particular issue. We would urge anyone, not satisifed with the standard of care received to contact the hospital directly so we can address their concerns directly. The Complaints Department sit within the Patient Experience Team alongside the Patient Advice and Liaison Service (PALS). The department makes every effort is made to answer the calls immediately but there are times when staff are away from their desks. The team have been reminded that if they leave their desk their direct line must be transferred to a colleague so that all calls can be answered. The telephones do have a voicemail facility and all messages will be picked up and calls returned as soon as possible. The PALS team work to resolve patient concerns and work closely with the complaints department to ensure that patients who use the service receive a timely response.

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