"Ward 11 great"

About: The Princess Royal Hospital (Telford)

What I liked

I spent 16 yes 16 hours on a trolley in a corridor after being rushed in by ambulance. I was only moved into a cubicle once i started to sob unconrolably in pain and frustration.

I was put oonto MAU for one night, then onto Apley ward where i fell and couldnt raise the alarm by emergency button as they had not been working and the staff did not know!!!

After screaming for 10 minutes i was found and put back into bed.

The only saving grace was in the 11days i had spent i was moved onto Ward 11 where the nurses were great.

What could be improved

Waiting times in A&E

Staff in A& E were overworked overcrowded and some down right rude.

When a vital facility like buzzers are not working wouldnt it be a good idea to tell staff!!!!

Story from NHS Choices

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Responses

Response from Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to raise these issues through NHS Choices.

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. We are pleased that your experience on ward 11 was positive and we will pass your comments to the relevant staff.

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 The Princess Royal Hospital

Thank you for your comments about your care in the A&E department, MAU and Apley Ward at the Princess Royal Hospital.

The care that you have described is not acceptable. Please contact us so that we can provide a personal apology, look into this in more detail and take action.

Unfortunately the NHS Choices website does not share your contact information with the Trust. We would therefore encourage you to call our Patient Advice and Liaison Service (PALS) on 01952 282888 or visit their office near the Main Hospital 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 http://www.sath.nhs.uk/patients-and-visitors

Thanks again for taking the time and trouble to provide feedback, and please do contact us so that we can look into this further.

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