"Do they care at all?"

About: The Princess Royal Hospital (Telford)

Anything else?

I booked a day off work to attend my appointment with the upper GI service and when I got the main check in area had to queue for ages as there was only one desk open and a long queue. When I finally got to the front the lone clerk tried to book me in but said I hadn't got an appointment even though I had the letter in my hand confirming my appointment. She didn't know what had happened but said someone would get back to me. Up to now they haven't!

This is my second dissappointment with PRH in the last 12 months.

I was referred as an urgent case to the consultant's clinic with extreme joint pain. A diagnosis was made and I was told I would need an operation but to have at least 6 sessions of physio first. I had to fight to get a physio appointment but eventually got them. I had to delay my next appointment with the clinic as I had not managed to get the required number of physio appointments by then. Eventually I got my next appointment at the clinic. I waited two hours to be seen then a different doctor to the previous time came into the cubicle. He did not examine me at all just said that in his opinion the operation suggested by the previous doctor ' wasn't much good' so to make an appointment for two months time. He also suggested that I might want to cancel the appointment as nothing could really be done. I was very upset as I haven't been able to get into bed or bath for over a year now. I felt that they really didn't care and eventually did cancel the appointment as it is a waste of everybodies time to wait two hours and not even be examined or talked to.

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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.

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 experience of the Princess Royal Hospital.

We aim to provide the highest standards of care and administration for all of our patients. Please accept our sincere apologies that your experience has clearly fallen below the standards we expect for our patients.

We hope that this matter has been resolved. However, if not, we would encourage you to contact the Trust as soon as possible.

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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