"Very fast, friendly and efficient ..."

About: Royal Albert Edward Infirmary

(as the patient),

What I liked

Very fast, friendly and efficient ambulance service...

What could be improved

After arriving at casuality things deteriorated beyond belief. (including me)

Put on a trolley in a cubicle. Was told I would be seen in a few minutes for blood samples and ECG. They took two hours to return to carry out those procedures. The doctor finally arrived and was arrogant and off-hand. Each time a member of the medical staff (eventually) turned up they asked the same questions over and over again. I was on that trolley for 6 hours before being moved to observation ward and a bed. I had pneumonia that was also causing heart problems and my temp was raging. I'm 79 years old and feel I should be treated better than that. All in all a nightmare experience that certainly didn't help me cope with , and recover from the disease...

Anything else?

Organisation in casuality appears to be in disarray. The left arm definitely doesn't know what the right arm is doing. Things improved to some extent once I was moved to observation.

Story from NHS Choices

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Response from Royal Albert Edward Infirmary

I was very sorry to learn of your recent poor experience when you recently visited the Emergency Care Centre. I would like to invite you to get in touch with a member of the Patient Relations Team, so that we can investigate your concerns in greater detail, identify problem areas, learn from them and put things right. You can telephone us on 01942 773343, e-mail us at Patient.relations@wwl.nhs.uk, or write to us at the Royal Albert Edward Infirmary.

Lesley Boyd - Patient Relations Manager

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