"ward 4 burns and plastics"

About: Royal Preston Hospital

we attended for an appointment were seen initially promptly and decision was made for surgery under local. We're were informed where we were on the list and sat back in the waiting room. 3 hours later we asked for an update to be told the list had been changed! Why we could not have been updated. There was another day case patient who had transferred from another hospital to here and had been in the department for 8 hours, he said he had not been offered a drink or anything to eat following his procedure. Where does this demonstrate good communication and a caring spproach. Being a nurse myself I asked about his well being and offered to buy him a sandwich

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to tell us of your experience. I'm so sorry to hear that the standard of communication you experienced on this occasion did not reflect that which the Trust aims for. Please be assured that your feedback has been shared with senior managers in the delartment to reflect on with their staff.

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Response from Royal Preston Hospital

Thank you for taking the time to provide your feedback. It was extremely disappoining to hear that your experience was marred by such a poor standard of communication and basic care and kindness. Your comments have been forwarded to the Matron for the Plastic Surgery Directorate to share with her staff.

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