"Great Hospital Experience"

About: Russells Hall Hospital

Thumbs up to Day surgery Unit and a one special nurse. I have been to this Hospital before some 12 months previous. The staff were excellent then and this Nurse did not let the hospital down on my second visit. The whole procedure from when i arrived into the Ward was A1. The consultants were very informative and my procedure went well. The theatre staff were excellent to and my aftercare making sure my recovery was monitored was as it should be. They do the best cuppa's n crispy soft toast that could outshine a 5* breakfast restaurant. I've had many operations over the years and i must say Russell's Hall are the best and that's even going private at the Priory. One little hitch was the reception clerk. She was rude, she belts out asking for your details without making eye contact as though you were going into HMP & not a hospital. I did make her aware of her coldness and reminded her that i am a patient who is going to have a operation and some polite courteous eye contact and calm slow voice would be appreciated. Again whilst all this good work is been had by many patients the Ambulance service run by Arriva Hospital Solutions is the worsts ever. Great guys n lasses do a great job with a smile on their faces, but the management need to sort out the waiting times. 2, 3, even four hours are the norm to wait for a return journey home. Well done all those mentioned and thanks again to the nurse pure Five stars for your nurse nightingale skills.

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Response from Russells Hall Hospital

Thank you for your fantastic feedback about the care and treatment you received at our Day Surgery Unit. We pride ourselves on providing a professional, friendly and caring service to our patients and we are delighted that our nursing and medical staff demonstrated this. Positive comments are always a boost to staff and we have made sure that the staff in the Day Surgery Unit knows how much their efforts are appreciated. We are very sorry and concerned that our receptionist was so rude and unfriendly. There is never an excuse for this kind of behaviour and we have passed your comments on to the ward manager to ensure that this never happens again. It is such a shame that one individual spoiled what was otherwise a good experience for you. If you would like to contact our Patient Advice and Liaison Service (PALS) on 0800 073 0510 with details of your stay, we would be happy to take the matter further. We’d like to apologise that you had a long wait for your transport home. The Ambuline transport services are not provided by the Trust and so we have forwarded your comments to their customer complaints department. If you would prefer, you can contact them yourself by emailing patientcustomerservices@arriva.co.uk or telephone (0345) 266 9662. We are now taking nominations for our annual Committed to Excellence awards, staff awards that recognise individuals and teams who have made an outstanding contribution to improving patient care and patient experience. The awards are now open for entries so if you feel you would like to submit a nomination please visit our website www.dudleygroup.nhs.uk

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