"Not enough staff to provide an adequate service-..."

About: Queen's Hospital, Burton Upon Trent

What could be improved

Trolley had dried blood on it.

Drunk patient in department was wasting time and money and upsetting patients. Security staff should've removed.

Poor customer care in reception area, no pain relief offered although requested for child.

Long wait before pain relief offered

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Responses

Response from Queen's Hospital, Burton Upon Trent

Julie Thompson, Head Nurse for the Medicine Directorate, said: “Thank you for your comments and feedback. We strive very hard at Burton Hospitals to ensure our patients experience excellence in every aspect of our service and work to improve our services based on the comments we receive.

I’m sorry to hear that you were dissatisfied with some aspects of our service and I hope the following information will help

In terms of the observations about the environment in the Emergency Department, we have recently been having some minor works and painting to improve the department which is still in progress.

In relation to the patient who appeared drunk, it is important to be aware that all patients are treated equally with dignity and respect. The staff are objective in their assessments and cannot make judgements regarding individuals.

It is difficult to advise regarding pain relief without further detail. It is our intention to ensure all patients receive painkillers in a timely manner but this has to be following assessment and prescription by a doctor.

If you would like the opportunity to discuss your experiences more fully, then the best way is to get in touch is via our Patient Liaison and Advice Service which will ensure your views are logged and sent on to me. The contact telephone number is 01283 593110 (voicemail for out of hours calls); by Minicom: 01283 593083 or by via email the ‘contact us’ form - Contact us