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Repeatedly fobbed off

Posted By Santa Claus

"Repeatedly fobbed off"

About: Royal Cornwall Hospital (Treliske) / Emergency Department West Cornwall Hospital (Penzance) / Urgent Treatment Centre

(as a parent/guardian),

Immersive Reader

I took my son to the urgent care department of West Cornwall Hospital recently, as he was in considerable pain. The department was closed due to sickness but we were told it would open at 09:00. Around 08:45 we were informed he could book in but when he tried, we were repeatedly fobbed off and told we should go to Camborne/Redruth or Treliske. They didn’t ever examine him and seemed to do everything possible not to.

There was a security guard, a staff member on the desk, a second staff member, one nurse and a second receptionist, all appearing to do absolutely nothing. It appeared that the things lacking were a doctor….and some urgent care.

Fortunately I was in a position to get him to Truro’s Royal Cornwall Hospital, where his care has been first class so far. It’s now the afternoon, but at least he’s been assessed, scanned and things are on the move forward. 

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Responses

Response from Natasha Andrews, Governance Manager, West Cornwall Hospital and St Michaels Hospital, Royal Cornwall Hospitals NHS Trust 2 years ago
Natasha Andrews
Governance Manager, West Cornwall Hospital and St Michaels Hospital,
Royal Cornwall Hospitals NHS Trust

Submitted on 03/01/2023 at 09:52
Published on Care Opinion at 09:52

Immersive Reader

Dear Santa Claus

Thank you for taking the time for sharing your story with us. My name is Natasha Andrews and I am the Governance Manager for West Cornwall Hospital.

I am so sorry to hear that your recent attendance with your son to the Urgent Treatment Centre at West Cornwall Hospital was not to the standard we expect as a Trust. We would like the opportunity to discuss the points that you have raised so that we can give feedback to the team and learn from your experience.

If you would like to contact me directly my telephone number is 07818 430303 and I will be happy to discuss further or alternatively if you would like to raise your concerns formally, you can do this by contacting our Patient and Family Experience Team (Complaints) using the details below. They will ensure that your experience is investigated fully:

Email: rcht.patientexperience@nhs.net

Tel: 01872 252793

In the meantime I will ensure that I share your story with the team so that they can reflect on your experience. Once again thank you for taking the time to share your story with us.

Kind regards

Natasha Andrews

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