"poor from start to finish but offers consistency"

About: Royal Blackburn Hospital

Anything else?

i have taken my child to blackburn hospital twice after being refered by his GP. the first time he was admitted and put in a cot on a ward where he was pretty much ignored for 20 hrs, we were put next to a child with a faulty machine where the alarm was going off regularly which meant sleep was not an option. after chasing the hospital staff around for an hour or so we finally had him discharged the following afternoon.i understand that we were not the only people in the hospital at the time but why have the poor child admitted if your not going to see him, the care he recieved that night could have been administered quite easily at home and to finish this experience my car was also damaged on the car park only to be told by security the cameras dont work and dont forget to pay at the machine before you leave. The second more recent visit was for a recurrant ear infection again referred by his GP, on arrival we booked in at reception and was told to take a seat. after looking around the waiting room we noticed a white board where 20 minuets wait was written which the receptionist could have advised. After a 45-50 minuet wait his name was called, we went through to be greeted by a nurse and a doctor. the doctor took a look in both of his ears and advised they were infected one more so than the other, this we already knew as we had been to the GP, the doctor then advised to continue with the drops given by his GP and be on your way. the actual time spent with the doctor was less than the time spent walking from the waiting room which makes me wonder how the surgery could be 50 minuets behind by 9am.

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Responses

Response from Royal Blackburn Hospital

We are very sorry to hear that your experience was not of the standard we expect. Your concerns were shared with the clinical teams responsible for providing care.

As the Business Manager for the ENT department at ELHT I would like to offer my regret that you feel the care your child received within the department was not up to the standard that you would have expected. Whilst it is not possible to comment further on the actual consultation with the ENT clinician due to patient confidentiality and the unavailability of any clinical documentation, I would like to offer my apology for the delay experienced in clinic on the day and assure you that we continually seek to minimise opportunities for delays to occur and welcome your feedback as to how we can continue to improve the experiences of our patients through examples such as your own.

As the Matron for children’s services in East Lancashire hospitals trust, I am extremely sorry that you have concerns with regards to your experience on the Childrens ward at Royal Blackburn Hospital.

I want to assure you that I take this feedback extremely seriously and I am eager to discuss your concerns with you further, should you wish to do so, to ensure that we continually improve experiences for our children and families. Please accept my apologies for the distress and anxiety that this situation has caused both you and your child.

If you are happy for us to investigate further, please contact our Patient Advice and Liaison Service (PALS) on 0800 5872586 or by email PALS@elht.nhs.uk. Thank you.

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