"Clinically excellent - admin awful"

About: Royal Shrewsbury Hospital

What I liked

Primary care, diagnosis,,scans,xrays,surgery,clinical follow-up fine. no complaints whatsoever.efficient, caring,professional.

Subsequent treatment by pct ref funding needs for follow-up and potential life saving treatment refused (by spurious non-clinician led committee who patently failed to collect accurate information from consultants regarding treatment needs) has been an absolute disgrace.budgetary - not patient concerns-led and despite appeals, continue to hide behind bureaucratic waffle to self justify. totally un-professional.....I’m not vindictive enough to name names, but will be happy to upon request.

What could be improved

Negative as quoted above

Anything else?

Front end staff overstretched - beaurocrats lazy

Story from NHS Choices

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Response from Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to raise these issues through NHS Choices. I apologise for the delay replying to you.

We aim to provide the best possible services for all of our patients, and 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 directly 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 ww.sath.nhs.uk/patient_information/complaints.asp.

We look forward to hearing from you so that we can look into your concerns in more detail.

Response from Royal Shrewsbury Hospital

Thank you for your comments about the care you received at the Royal Shrewsbury Hospital.

We aim to provide the highest standard of care for all of our patients. We are pleased to hear that your experience of the services provided by our hospitals met your expectations. We are also sorry to hear of your concerns about the local Primary Care Trust (PCT) funding process.

The NHS is made up of several local organisations. The Shrewsbury and Telford Hospital NHS Trust provides hospital services, such as the scans, x-rays and clinical follow up. Local Primary Care Trusts (PCTs) have a wide range of roles including making decisions on funding requests for treatment.

The issues that you have raised about a request for funding will have been a decision taken by your local Primary Care Trust rather than by this hospital. If you would like to talk to your local Primary Care Trust about this, then the main local bodies cover Shropshire (www.shropshirepct.nhs.uk) and Telford & Wrekin (www.telfordpct.nhs.uk).

Thanks again for taking the time and trouble to provide feedback about your care.

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