"Horrendous Treatment by Receptionist"

About: Russells Hall Hospital

I had emergency eye and head injury which I determinded after reading the NHS.uk website. Not wanting to burden any A&E I went to the non-A&E Rowley Regis hospital to see if they could help. No they told me to come to Russel Hall A&E.

Big mistake. When I arrived the place was a war zone. The receptionist treated me to a telling off for coming to a Dudley hospital instead of a Sandwell hospital. Apparently this meant the receptionist had to take more details. After berating me with every line of information they took. The receptionist also suggested Birmingham Eye Hospital. Not sure thats in Sandwell so I'm not sure why the receptionist was sugessting it considering their earlier anger towards me using a Dudley hospital. I live in the Sandwell borough - apparently this causes issues cross border. I didn't know this and due to the fact most websites were telling me that blood in my eye is a medical emergency I just chose the closest to where I was.

After a 3.5hr wait I left without seeing anyone. That was Saturday. I paid £4-something for the priviledge of being treated like a piece of something your dog isn't allowed to leave on the pavement.

Its now Monday morning and I plan on going to Sandwell General hospital because my eye is now worse and I'm seeing blurred and double.

I strongly recommend everyone avoid this place like the plague!

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you, Doug, for giving your feedback about your visit to our Accident and Emergency Department. We must wholeheartedly apologies for your poor experience. We are very disappointed by the attitude of the receptionist, and sorry for any anxiety this caused you. There is never any excuse for rude behaviour and we have passed your comments onto the staff in charge of the department who will pick this up with the team.

The Birmingham Midland Eye Centre, which is based in Dudley Road, is part of Sandwell and West Birmingham NHS Trust and provides an out-of-hours service on a Saturday from 9am to 7pm. It is the specialist centre we would refer our patients to in an emergency out of hours and this would be why it was suggested to you.

It is difficult to comment further without knowing more about the specifics of your attendance to A&E. If you would like us to look into this for you, please get in touch with our Patient Advise and Liaison Service (PALS) on Freephone 0800 0730510 who would be very happy to help.

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