"totally disgusting"

About: Russells Hall Hospital

What I liked

this is not a complaint about the staff but theway the hospital is run

the staff you have are great but not enough of them

What could be improved

i was sent to the gp emergency assessment ward on friday 6th july i have m.s and had a relapse and was badly de-hydrated after a water infection ! i couldn,t walk or even stand and sat in a wheelchair for 10 hours !! i was told i was being admitted but there wasn,t a bed !!!

lunch and tea trolley past me by as i wasn,t askd if i wanted anythink and if it wasn,t for the fact my husband and son were with me i wouldn,t have had a drink or took to the toilet !! i hadn,tbeen able to eat in 2 days and if i did i was sick !! and i certainly did,nt feel like eating in front of a full waiting room full of people and risking being sick and not being able to get to the toilet

i eventually got a bed at 9.00 that night but still on the assessment ward so i had been stuck in the wheelchair from 10 that morning !!! i didn,t see a doctor all day saturday and at 1.00am sunday i was woken to be moved up onto a ward where i was discharged at 9.00 !!!!

i couldn,t walk or stand but that didn,t seem to matter because the water infection was cleared up

i was sent home in a worst state than when i had been admitted

2 weeks on i am still struggling to get around

i have had to buy my own zimmerframe as one wasn,t offered !! they just needed my bed

my ms was completely over looked

i am completely disgusted with my treatment

the 10 hours sat in thewheelchair did nothink to help my mobilty problems

after 15 years of ms i know that if i don,t use my limbs i loose them a pity your staff didn,t have the time to walk me to thetoilet instead ofjust getting the wheelchair because it was quicker !!!!

i tried to keep mobile but that was because i had my husband there if he hadn,t been there i wouldn,t have got out of the wheelchair or bed for the 3 days !!!!

there is no way i would recommend your hospital

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you for taking the trouble to comment on your experience of our Emergency Assessment Unit. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We are disappointed to hear about your negative experience while you were in our care. The Emergency Assessment Unit (EAU) is an extremely busy department and patients can expect to be in EAU for around 12 to 18 hours while they receive continuous clinical assessment and review until they are stablised and discharged or admitted to another ward.

If there are delays in transfer to a ward, patients will still receive their nursing and medical care within the EAU, where consultants and nursing staff work seven days a week, 365 days a year.

We would like to assure you that patients are only discharged from our care if it is clinically appropriate to do so. The average length of stay varies depending upon their clinical need, and therefore different specialities have different lengths of stay.

The EAU matron would welcome an opportunity to discuss the other issues you have raised and would encourage you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 0730510.

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