"Specialist nurse said she would do..."

About: Royal Shrewsbury Hospital

What could be improved

Specialist nurse said she would do procedure and then said (weeks later) that she will not do it and for no particular reason - she gave no reason. I found this to be stressful (obviously) and I could have done without the stress. She tried to pin blame on me as she did not make efforts to arrange the appointment for a while so I rang appointments and sorted it and they talked to her and she initially agreed that she would do it and that she would be in that department but in actual fact she was not in the chosen department and should have told the appointments staff that she would not be there in that clinic. For some unknown reason, another appointment which I did not know about had also been made and had also cancelled the appointment they initially gave me! Very disorganised indeed and in no way is that the patient's fault. They should have arranged it properly and actually communicated.

Anything else?

Please send your staff on efficiency, customer service and communications courses as they really do need it. The nurse's attitude does not bode well for patient confidence and trying to blame the patient is very unprofessional - an apology would have not gone a miss for the errors and for wasting my time (precious time that could have been spent doing something else or getting better care). Treating patients with respect seems something that is not done anymore. Also, stop blaming the patients for errors. It is not their fault. They are the poor people who are suffering and do not deserve such disrespect.

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Responses

Response from Royal Shrewsbury Hospital

We aim to provide the 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 direct 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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