"The ward was light, and airy with a view..."

About: Royal Lancaster Infirmary

What I liked

The ward was light, and airy with a view over the canal basin. I also liked not having to get undressed straight away and not being confined to my trolley.

What could be improved

I disliked not knowing where I was on the surgeons list particularly as I was told to be there for 1p.m. and then being the next to last which meant I didn't go through to the anaesthetist until 5p.m.

If I had been given some idea it would have helped relieve the tension somewhat!

Also with not having anything to eat after 7.30a.m. and only water until 10.30a.m. I had a headache. I was anxious about this because I am a person who cannot go without regular mealtimes as it leads to toilet problems. Ultimately this has proven to be the case as I ended up with compacted bowel which resulted in painful piles.

I expected to see the consultant after the procedure but didn't. I don't think anybody did. A nurse did see me but I was given minimum information. I asked about a biopsy otherwise I don't think that would have been mentioned. At this stage I seemed to be the last person left.

Anything else?

Pre-op assessment at Kendal seemed rushed at the preliminary stage as I wanted to ask some questions but was moved on to another nurse for blood tests and E.C.G.

Travelling to Lancaster is difficult as it is a 52 mile round trip from where I live. Also finding a place to park is always difficult. This is compounded by having to pay £5 for the privelege.Last time I visited the hospital it took me longer to travel through the city than it did to drive from home to junction 34. I feel penalised for living in a village 2 miles north of Kendal.

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Response from Royal Lancaster Infirmary

Thank you for taking the time to leave a comment about our services. We are sorry that you felt that the service you received did not meet your expectations.

Without further information it is difficult comment. We would welcome the opportunity to discuss your concerns in greater detail , our Customer Care Manager, Angela Peil can be contacted on Customer Care Manager 01539 716621.

We appreciate the costs associated with parking, we have set the charges at our hospitals at a rate which does not cost any more than the local authorities public car parking, whilst still allowing us to provide the appropriate maintenance and security required.

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. 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 to improve the services we offer and the experience our patients have whilst in our hospitals.

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