"the nursing staff tried their ..."

About: Lister Hospital

(as the patient),

What I liked

the nursing staff tried their hardest to make me as comfortable as possible and can't fault them at all

What could be improved

the doctors were useless, they didn't answer any of my questions and felt they didn't listen to me at all, i am from a medical background so have some knowledge of what i was being treated for but given that i was also a scared patient and this wasn't addressed by the doctors. as i was in hospital over the bank holiday period i was upset to find that my family who had driven for 2 hours to come and see me couldn't get a drink or food from anywhere as everywhere was shut!

Anything else?

i was told by my doctors that they were happy for me to go home with strong pain relief and to come back on the monday for a scan, this has not happened and when i phoned up i was told it could take 5 weeks! i don't think its very fair to discharge someone and 'fob' them off by making promises they know will not happen and leave a patient in pain (even with using the pain relief) at home to wait, i was in the hospital for 2 days and didn't actually get treated for anything and was there was pain control but how can i control the pain if i still do not know whats wrong????

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Response from Lister Hospital

We can only assume from your message that your comments relate to the Lister's A&E service, as this was not actually stated. Either way, you have raised several important matters, each of which needs to be addressed:

1) Your treatment by the hospital's doctors - this warrants further investigation;

2) The lack of food and drink - there are several outlets within the hospital, including vending machines, so it is not clear as to why your family were not directed to these facilities;

3) The problems accessing our radiology services - our doctors are familiar with these services and how they work. It would seem far more likely, therefore, that there has been some form of miscommunication as to the urgency of your scan.

If you are willing, we would encourage you to take the following two actions:

1) Consider making a complaint about the care you received while at the Lister so that your concerns can be addressed and a formal response provided - you can do this very simply by sending an e-mail to patcomplaints.enh-tr@nhs.net

2) Provide your details (full name, address, post code and date of birth) to the following e-mail address - generalenquiries.enh-tr@nhs.net - and we will chase up the scan appointment for you.

In conclusion, therefore, while we're sorry that your experience of the Lister's A&E service - which normally enjoys a very high reputation for the quality of its care and support to its patients and their families/carers - was not a good one on this occasion, we do hope that by contacting us as described above, you will allow us to investigate what happened and at the same time expedite your scan.

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