"Worn down by respiratory medicine"

About: The Princess Royal Hospital (Telford)

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My dad has been admitted many times as an ambulance emergency. Over the last 3 years we have tried without success to understand what his problem is because there seems to be a complete lack of coordinated care, conflicting diagnoses, and confusion regarding his treatment. One says COPD, one says not, another says his oxygen level as low as 88 is dangerously low and he needs to be admitted. One says he should have oxygen at home, another says not. One night recently in AMU dad could not breathe and was frightened when no one responded to his emergency button. A man in the neighbouring bed pressed his button to try to help dad and eventually a nurse turned up. After measuring the oxygen level at 84 her response was to flippantly say 'that's fine for someone with COPD'. The paramedics who are always wonderful are concerned enough to take him to hospital if its 89. During the previous 24 hrs a clot on his lung was mentioned, but no explanation of treatment was forthcoming, then after pressing for more information were told he is being treating for a viral infection. Investigations into a terrible recurring rash seem to have ground to a halt, staff seem to be focussed on fast discharging and on one occasion were heard to say the aim is to "turn them round in 4 hours" as my father was wheeled to the front door into a taxi unable to breathe well enough to walk. Obviously there are some nicer staff but on the whole one is made to feel nothing but a silly inconvenience by staff who are a world away from caring and comforting, and we are completely exhausted with fighting to get some consistent, compassionate care and no longer have any confidence in the diagnoses or treatment.

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Response from Lesley Anne Jones, Patient Advice and Liaison Officer, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned.

Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail.

The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office in the Main 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 www.sath.nhs.uk/patient_information/complaints.asp.

Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

Mrs L. A. Jones

Patient Advice and Liaison Officer

Princess Royal Hospital


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Response from The Princess Royal Hospital

Dear Sir or Madam We are very sorry to hear that your father and you have had a negative experience when he attended the hospital and can appreciate how worried you must have been about him. We view all patient feedback very seriously and, therefore, will use your comments to make improvements in our care. Please be assured that your comments have been shared with the Director of Nursing & Quality and with staff on the ward. If you would like to talk to someone in person we would encourage you to contact our Patient Advice and Liaison Service (PALS). They are located near the main hospitalk entrance, or you can also contact them on 01743 261691 or by email on pals@sath.nhs.uk. PALS is there to provide advice and support, to ensure that we learn and improve in response to the feedback we receive from our patients and their loved ones, and also to help us gather patient stories to use in staff training and development to help us ensure that every patient receives the best possible care. Thank you for taking the time and trouble to let us know, and please accept our sincere apologies that we have not responded to your comment sooner.

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