"Excellent general care spoilt by break down..."

About: Russells Hall Hospital

A friend of mine was admitted for lase treatment and was really let down by communication with regard to discharge prescriptions.. They were told that they could go home at 11/30 but would have to wait for his medication. This was accepted with no complaints however later he was told he could go home and someone again collect the prescription later. This is where the problems really started. The patient was discharged on a Friday however because the weekend was followed by a bank holiday they did not get the antibiotics until the Tuesday consequently five days following surgery. With no post surgery antibiotics. When a relative went to collect the drugs they were advised that the drugs had been on the ward the whole time. The main experience of treatment was classed as brilliant and the patient did not want to complain to PALS because they said no harm had been done. Overall the individual was very pleased with his care. What a shame about the breakdown in communication.

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you for taking the time to give us feedback about your friend’s experience of our hospital. We always aim to offer the highest standards of care and so we are sorry that we fell short of those standards during his visit.

We would urge your friend to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 so we can look into his concerns further and feedback to the teams involved.

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