"Organised Chaos"

About: Royal Lancaster Infirmary

Anything else?

My wife was due to be admitted for surgery. The letter said to ring before leaving to see if the bed was available. I rang and was told yes it was. We went to the admissions lounge ( the nurse there was excellent ) at 11am, only to be told that there was not a bed available but they hoped that there would be one later. After waiting there for 5 1/2 hours they finally sent my wife to the ward. Her surgeon then had to find where in the hospital she was! When he found her she went for surgery at last. Other than two of the nurses the staff were most unhelpful, I think mainly due to being understaffed and VERY overworked. After spending 3 1/2 hours being operated on she was back in the ward and being ignored by the staff again. On the morning I rang to see how she was, only to be told that they were to bust to find out for me! She was discharged the next day with no pain relief ( we had to go to our GP to get this sorted )

The ward itself was shabby to say the least, the rails that hold the bed curtains are held together with plasters. I only ever saw 2 members of staff use the hand gel, the others just walked past them as if they did not exist { maybe that is why they have had so many problems with infections recently}

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Responses

Response from Royal Lancaster Infirmary

Thank you for taking the time and trouble to comment. We’re obviously really concerned to hear of your experience and would like to look further into the comments you make about the difficulties you experienced. We would ask you to please contact our Patient Advice and Liaison Service (PALS) on 01539 795 497. Should you wish to make a complaint then you can do so by writing to our Chief Executive at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG. The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals. To be kept informed about the latest news from the hospital you can visit our website. If you are not already a member and would like to sign up please visit the following link: http://www.uhmb.nhs.uk/trust/how-to-become-a-member/

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