"Traumatic experience"

About: University Hospital Lewisham University Hospital Lewisham London SE13 6LH

Posted via nhs.uk 2 months ago

I’m a 83 year old lady with arthritis and osteoporosis. I was taking to this hospital by an ambulance around 9 am on 20th February 2025. After seeing me, they left me in a bed until they could find an ambulance to take me home. They brought me back home around 2 am. A woman at my age and my condition would expect a little bit more of consideration.

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University Hospital Lewisham

Submitted on 28/02/2025 at 09:41

Published on nhs.uk at 09:41

Dear Ms Keld
Thank you for taking the time to share your experience with us. I am very sorry to hear that your visit to our Emergency Department did not provide you with the standard of care you rightly expected.
You should have been treated with a much higher level of consideration, both in terms of the care you received and the time it took to arrange appropriate transport for you. We are deeply sorry that your experience fell short of these expectations, and we apologise for the prolonged waiting time and lack of communication you encountered during your visit.
We are working closely with out senior nursing team to promote positive and proactive communication with out patients and their loved ones and will also be working with our colleagues in voluntary services to increase the number of volunteers able to support our more vulnerable patients.
If you would like to discuss your experience further or need any additional support, please do not hesitate to contact our Patient Advice and Liaison Service (PALS). pals.lewisham@nhs.net
Best Wishes,
Billy-Joe Fryer
Emergency Department Matron

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