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About: Russells Hall Hospital

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My mother was admitted to hospital after a fall. She is a sprightly 75. She was kept waiting for a number of hours before having an x-ray. She was told by one nurse in the outpatients that she had fratured a bone in the topof her leg but another nurse later told her she had not broken anything. When I asked for an explanation as to what my mom had done I was told not to take an attitude with the nurse I was speaking to. A nurse came and eventually apologised to me for the other nurse saying she did not listen when told what was the matter with my mom. My mom was kept on an outpatients trolley all night with no pillow (I fetched one from home) and no cover, she used a cardigan.

When my mom saw a doctor at thenew clinic in Brierley Hill a number of weeks later she was told that she had actually fractured her pelvis.

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Responses

Response from Russells Hall Hospital

Firstly, we would like to offer our sincerest apologies for the distressing incident your mother had while in our care. The feedback you have left is upsetting and a concern, as the experience is not of the clinical and professional standards expected of an episode of care within the organisation.

There is never an excuse for bad staff attitude or poor communication. We strive to give our patients the best possible experience and we are very sorry this did not happen in your mother’s case.

We do welcome all feedback and would like to reassure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient and carer experience.

We advise you to get in touch with our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 so we can go through the concerns you have raised in more detail and provide you with assurances that the experience you have articulated is not the care we strive to provide.

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