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Surgical assessment unit

Story from nhs.uk

"Surgical assessment unit"

About: The Dudley Group NHS Foundation Trust

Sent by go for unspecified abdompain

Staff at front desk totally disinterested in people they are caring about. I sat in a hard upright chair for 8 hours. I had the usual routine of bloods X-ray examination which you expect but there was no communication in beween as to why we were waiting for interpretation. I was offered no analgesia just a bottle of water . I work for the trust and I was ashamed to watch my colleagues disinterest and disprprportionate fixation with filling out paperwork and chatting. There was little or no privacy, confidentiality was lacking .

i understand staff are busy. I understand staff have targets to meet. What I don't understand is why staff feel threatened when being asked what the wait is all about. I don't think it's accep to be made to feel you are questioning the wait. This department could do a lot better

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Responses

Response from The Dudley Group NHS Foundation Trust 6 years ago
The Dudley Group NHS Foundation Trust

Submitted on 27/10/2017 at 12:43
Published on nhs.uk at 14:33

Thank you for taking the time to provide feedback.

We are really sorry to hear about your poor experience on the Surgical Assessment Unit (SAU), for the lack of communication during your appointment and for the attitude of the staff on the reception desk.

Communicating with our patients and keeping them fully involved and informed in their care and treatment is vital so it is disappointing to hear that you were not told about the reasons for the time you were waiting.

As a staff member working for the Trust, you’ll be aware of the Trust’s main objectives is to deliver a great patient experience and we must apologise that this was not the case during your visit.

We take all feedback seriously and act upon them as part of our commitment to improving patient experience.

We have passed your comments on to the lead nurse for SAU to learn from this experience.

We would welcome the opportunity to discuss your concerns in more detail. If you’d like to do this, please do not hesitate to contact lead nurse Natalie Hill on 01384 456111 ext 3057.

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