"No compassion or respect"

About: Telford referral and quality service (TRAQS) The Princess Royal Hospital / General medicine

(as the patient),

TRAQS wanted me to go to a hospital miles away from where I live. I told them I was disabled and needed shorter distance for attending hospital. When given a hospital within my distance required it was cancelled and then another date was given to me by post on the Friday when the appointment was on Monday. No one called to confirm short notice of appointment.

At the hospital, woman’s voluntary services were calling out patients names in the outpatients department in the hospital with their files in their hands. I did not feel comfortable with this. The hospital outpatients department ceiling files fell down next to me in a wheelchair due to sewage pipe pressure causing a leak. The nurses did not rush to aid and just looked and no sudden rush to see if everyone was OK in the waiting room. No compassion or respect. Would not like to see nurses deal with a proper disaster and no confidence in staff

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Response from Di Davis, PALS Co-ordinator, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking 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 near 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.

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