"Good treatment but waiting times and mix ups were..."

About: Russells Hall Hospital

What I liked

I would like to thank the staff for helping my father who sadly lost his battle with lung cancer in August.

What could be improved

My father was a patient with the georgina ward, every single appointment with his doctor we attended they were running at least an hour later every single time.

My dad had radiotherapy at New Cross hospital and so on the first day he was due treatment took a NHS ambulance there and waited to hours to be told his doctor had not filled in the forms and so he could not have the treatment on that day. When he asked if the doctor could fill it in he was told it was 'his day off.' If he hasn't done his job properly then frankly I don't care if it's his day off.. he should come and fill the forms in, his incompetence meant my seriously ill father had to use a lot of energy for basically nothing, with no apology recieved.

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Response from Russells Hall Hospital

Thank you for posting your feedback. Please accept our sincere condolences on the sad loss of your father.

Can we first apologise for the late running of appointment on the Georgina Ward at the time your father was our patient.

The delays during this time were in part due to leaking water which caused the temporary closure of the unit where chemotherapy treatments are made up. Some drugs needed to be made up by an external company and transported to us on the day of patients’ appointments. This, unfortunately, led to increased delays for some patients, not only those waiting to have their chemotherapy treatment but also patients waiting to see consultants in clinics. We did our very best to tell patients why their appointments were delayed but we would like to apologise again to you for the impact the closure of the unit had on your father.

Regarding the doctor who failed to complete your father’s forms – it is difficult to know if you are referring to one of our doctors or one at New Cross. However, we can only apologise if your very poorly father was unable to have his radiotherapy because one of our doctors did not complete the necessary forms.

We welcome all feedback and comments are acted upon as part of our ongoing commitment to improving patient care and experience. Responding to patient feedback, we will soon be undertaking a review of our services on Georgina which will include looking at the way doctors run their clinics.

We aim to offer our patients the highest standards of care and we are sincerely sorry if we let your father down.

If you would like to discuss your concerns in more detail, please contact our Patient Advice and Liaison Service (PALS) on free phone 0800 0730510.

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