"Children's paediatrics"

About: Russells Hall Hospital / Paediatrics

(as a parent/guardian),

We believed our son had asthma for many months, but we went to see the consultant who was fantastic! ! And told us it looks like there is something more going on as our son had consolidation in his lungs he had the chest X-ray 6 months prior to this appointment as we were told to bring him back in 3months but our appointment was cancelled 5times! ! ! Hence why he was seen 6 months later! We were asked why we didn't bring him to clinic sooner we said because our appointment had been cancelled so many times! The previous X-ray our son had taken 6 months before this appointment showed consolidation and infection so our little boy had been left with infection in his lungs for 6 months! !

Nobody called to inform us of these results, then he was started on antibiotics for 4 weeks! Which he finally received 6 months later for the infection which was left for 6 months! Then at the appointment again the consultant was brilliant he mentioned something was going on and obviously I was very scared as I expected it to be asthma, and cystic fibrosis was mentioned which terrified me and also a few other things, we managed to get him an appointment within a few weeks staff were so lovely when having the sweat test, but I did call for the results a few days later as requested and I was reduced into tears I felt the secretary had no compassion and made me feel awful for calling for results for something so life changing and obviously we are very worried parents calling for results, I called a few times and the 2nd time I got shouted at and told I've already told you I will call you! ! In a nasty tone I was a very worried parent, my son has had all his current tests taken and we still have had no letter or phone call of our results as I'm that worried to call incase I get reduced to tears again!

We are due to be seen again by the consultant in July and still no appt letter! I understand there can be a few ups and downs as I work in the nhs and have to arrange appts and talk to worried patients on a daily basis and I would always be willing to help and show compassion such a shame as the doctors/consultants are amazing! !

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Response from The Dudley Group NHS Foundation Trust

Thank you for taking the time to give us feedback about your experience of our paediatric services. We are pleased to hear that you have been so impressed with the care your son has received from his consultant; however, it is disappointing to learn that your experience has not been as positive in other areas.

We would like to apologise for your negative experience of the consultant’s secretary. There is never an excuse for rude or unsympathetic behaviour and we have passed your comment onto the manager of our paediatric secretaries so that we can improve the service we provide our patients and visitors.

It is difficult to comment further on your specific case without your details and reviewing your son’s medical notes but we would welcome the opportunity to look into the concerns you have raised and hopefully resolve some of these issues for you.

If you would like us to do this, please contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510. If you have still not received an appointment letter for your appointment in July, the PALS team can also look into this for you.

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