"The out-patient's area is ..."

About: Royal Lancaster Infirmary

(as the patient),

What I liked

The out-patient's area is very pleasant and clean, the staff in that area were extremely helpful and professional.

What could be improved

Directions to other parts of the hospital could be a little clearer

Anything else?

I was struggling with taking injections, finally the consultant stated he was discharging me.

I found the action of this person and his team to be well below the expectation of any professional person, especially a consultant.

I strongly suggest that for anyone attending this hospital, DO NOT GO ON YOUR OWN, always take someone with you, and I feel sure, you will receive much better care.

As for me, I now have no one looking after me, though I'm continuing to inject Insulin, but no person monitors me, helps me, takes blood for HbA1c. My life expectancy is now rather limited, thanks to this department. Oh, writing any complaint would be a waste of time, they have a good system which protects the staff and especially the consultant.

Pity really, it could be a really good place. Sadly for me, my experience was anything but professional from them.

A few months ago, I fractured my ankle, when I arrived at the LRI, at 04.00 hours, my bandage was removed, a nurse examined my foot and suggested there could be a fracture, the doctor came would quickly looked at my foot, said I would have to drive home (with a fractured foot), and return again in 4 hours, when the radiographer will be awake. Wow what a Casualty, they do not deliver a 24 hour care, yet they cover a huge area of the North West.

My biggest advise for anyone going into Lancaster, ALWAYS TAKE SOMEONE WITH YOU, they seem to react differently if there are more than one. Hence, the issue out a much better, more professional quality of care.

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Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention. We are sorry that the service you received did not meet the high standards that we aspire to achieve. Your comments will be passed onto the staff involved for this area.

You have made certain statements in your posting regarding medication and a specific treatment regarding your ankle. Without further information it is not possible to comment either online or direct. Our primary concern is your health and wellbeing, we would be grateful if you would make contact with us by calling our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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