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Care Opinion

Not a way to treat patients

Story from nhs.uk

"Not a way to treat patients"

About: Royal Shrewsbury Hospital

What I liked

I find the hospital to be really clean and the nursing staff to be really friendly and understanding.

What could be improved

The way that follow ups are made as patients are often left without knowing when they are going to recieve an appointment. I myself have had to chase up appointments on every occasion.

Communication should be improved within various departments

I find when i leave a message on an answerphone for particular secreatires, the call is never returned.

I have found with the one consultant that what was said in the consultation was totaly different from what actually happened and i was then discharged when i was promised a 3 monthly treatment plan. i was then told to go back to my GP and if things didnt change in 6 months, to refer back! All this was time consuming and totally distressing.

Some staff should attend a customer service training course

Anything else?

I am abit perplexed as how things are run at Shrewsbury working in a hospitla myself. i am trying to chase up my own treatment and had to phone the xray department to find out when the ultrasound results were reported as i had had a letter from my consultant to ask where i had had the ultrasound as it wasnt on the system (2 weeks later). It is something that in my hospital we can disclose although not the details but when i asked, i was met with a very curt no!' with no explanation as to why. I explained the reason why and she just said it had been done. If this was the case then i as a patient shouldnt be having to chase this up in the first instance but i cant understand why it hadnt been on they system in a 2 week period and this wasnt explained. I found her to be very rude. She gave no explanation as to why this could have been delayed. in fact i have found her to be the rudest staff member i have encountered at Shrewsbury.

I also have problems with various secretaries not returning calls.

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Responses

Response from Royal Shrewsbury Hospital 12 years ago
Royal Shrewsbury Hospital

Submitted on 27/11/2011 at 09:04
Published on nhs.uk on 28/11/2011 at 04:00

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

We aim to provide the highest standard of care for all of our patients, and we are pleased to hear that you found the hospital to be clean and the nursing staff to be friendly and understanding. Your comments have been shared with the gynaecology team.

Thank you also for letting us know your concerns about administration, returning telephone calls and that you found one member of staff to be very rude. We are very sorry that this has been your experience. We expect all of our staff to Put Patients First, and your feedback will help us to continue to improve our customer care training. We also agree that it should not be left to patients to chase you their treatment, and we are reviewing our processes for appointments and follow ups.

Unfortunately the NHS Choices website does not share your contact information with the Trust. We would like to look into the issues you have raised in more detail and follow them with the members of staff concerned, We would encourage you to 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 http://www.sath.nhs.uk/patients-and-visitors

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

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