"Poor experience in A&E and following surgery"

About: Royal United Hospital

It is some time since my various visits but I am still affected by the experience and I no longer feel confident about hospital treatment even though I have pain again now. I was taken to A&E in the middle of the night with excruciating abdominal pain. The ambulance crew were fantastic and put up with me vomiting several times. However, once in A&E I was seen briefly and then left for almost 4 hours. At 4am a young doctor came to say that the target time was up and as my pain had subsided a bit he was sending me home. He was quite rude when I asked how I could get back to my home 20 miles away. I was sent into a deserted foyer in my dressing gown and slippers with no money. I felt quite upset but I managed to persuade a taxi company to take me. The next day I felt really ill and my eyes were yellow so I drove myself to the park and ride and took the bus to A&E. I was found to be seriously jaundiced and I spent the following week in hospital where they diagnosed a blocked bile duct. Eventually that was removed and I was told I would be put on an urgent list to have my gall bladder removed. Six months later I had heard nothing and telephoned to be told that they had no record of me on a list. After more administrative errors I was finally admitted 3 months later. I have no idea who my surgeon was as no name was given, and only a surgical registrar saw me before I went to theatre. I had been told in writing that I would be discharged at around 8am the next day but while others were being visited by their surgeons I was left there for hours. At 12.30 I asked what was happening and was told the doctor was too busy to see me but I could go home if I wanted. As my daughter had travelled from Herts and been waiting in the foyer with 2 small children for several hours I decided to go. I received no discharge information and none came in the post. It appears that my GP has also never received any paperwork from the hospital, so as far as he is concerned I have not had the operation. My experience at RUH was extremely poor and I would not want to go there again.

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Response from Royal United Hospital

We welcome your comments regarding your experience at the RUH, as it helps us to identify problems and improve the quality of our service and care. We are very sorry to hear that your experience at the RUH was not a good one and the care you received was poor. We are very keen to review your experience with you to ensure that this does not happen again. Please could you contact our Patient Advice and Liaison Service on 01225 825656 or via email at ruh-tr.PatientAdviceandLiaisonService@nhs.net

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