"This was the second time in a few weeks..."

About: The Princess Royal Hospital (Telford)

What could be improved

This was the second time in a few weeks that we have had course to use the A&E facility at PRH. Neither experience was particularly good but the latest one at the weekend was even worse than the first one.

Some of the nursing staff showed a complete lack of interest in my husband as a patient and the doctor who first saw him was to say the least extremely rude and condecending. When we suggested what could be the problem he dismissed it out of hand making us feel stupid. After 2 hours a 2nd doctor (who was very good) came to discuss the pain I was in and came to the same conclusion as we had done regarding my illness.

The area where he was being treated was not very clean with splatters and smears of what appeared to be blood left over a large area. There was a plastic top of some description on the floor next to the bed and the "stop" board for the wheels was a dirty piece of wood screwed to the floor.

Anything else?

Anyone having to use the A&E facility is likely to be in some distress and needs to feel that they are being dealt with efficiently and effectively. Your hospital does neither of these things from the start to the end of the process.

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Responses

Response from The Princess Royal Hospital

Thank you so much for taking the time to provide comments about your visit to A&E at this hospital.

We aim to provide the highest standards of care every time for every patient, so we are very disappointed that your experience has not matched up to this.

Unfortunately the NHS Choices website is anonymous, and your contact details are not shared with the Trust. We encourage you to contact the Trust direct 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. 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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