"The staff in A&E in the night were..."

About: Royal Shrewsbury Hospital

What I liked

The staff in A&E in the night were really kind and helpful

Anything else?

I am the niece of a patient here and came in with her in the night. She had fallen and was covered in blood but could remember nothing. My sister in law and I gave the hospital our phone numbers and next day called at 10am to find out what was to happen to her. We were told to come in at 2pm to visit and find out.. My son called in at 2pm on our behalf to find she had been sent down to a room at the entrance to the hospital just after we had phoned as they needed her bed and nobody called us to pick her up. She had no shoes as they were so bloody we had taken them home, and this confused 90 year old lady was just left there for three and a half hours.

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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 in 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 understand them in more detail, and make sure this helps us to improve our services.

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 to 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 look into your concerns in more detail.

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