About: Russells Hall Hospital

What I liked

On my unplanned visit to A&E in the early hours of the 16 September i was treated with compassion by the ambulance staff they were excellent.

My back had gone into spasim at home. I was in lot of pain, i have never experienced pain like it, to the point i kept passing out .

I was given pain reilef however this did nothing so was given gas and air which really helped. I would like to thank them for there care.

What could be improved

I arrived at hospital and was put in a cubical the gas and air i had in ambulance went with them and i was just left with no gas and air in excuitiating pain.

At this point i was crying out with pain. The nurse came in and told me to be quiet. I was in tears at this point, they had no compassion at all.

They came back with some tablets and shouted at me because i could not sit up to take them.

Which you can imagine if you are in pain can be difficult.

The pain relief took a while to work.

My husband asked if i could have anything else and was told no.

Once the medication took effect i just slept.

"My husband told me that no one came to check on me and the nurses and doctors were just standing around talking and the department did not seem that busy "

I went in hospital about 3am in the morning and did not see a doctor till 7am.

The young doctor came checked my reflexs asked me to bend forward side to side. The pain

was not so intense due to the pain relief.

I was very frightened that the pain would return once the medication had worn off the doctor said just get an ambulance and come back.

At this point he asked for a water sample, my husband helped me to the toilet.

The nurses were standing talking behind desk and my husband had to ask them to take sample.

The doctor came a few minutes later and said "you have a water infection brewing"

I was given Antibiotics, Diclofenac and sent home

Everytime i think about my experience i get up set it was a nightmare, the difference in the departments was incredable, as i was in as a day case two weeks prior, and found my experience completly the opposite.

Anything else?

I know that sometimes doctors and nurses can be very busy, but there was no compassion at all.

I am sorry to say i have lost confidence in Russells Hall.

previously i also commented on my daycase visit which i only had praise for the hospital, what a contrast

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Response from Russells Hall Hospital

Thank you for taking the time to post a comment about your visit at our hospital. We are extremely disappointed to read that you had such a negative experience in the Accident and Emergency Department.

This is not the kind of experience we would want anyone to have as a patient in our care. We always strive to provide the highest standard of care and we are very sorry if, on this occasion, our standards fell short of those we aim to provide.

Your feedback has been forwarded to the matron responsible for A&E and she will be investigating your concerns with the staff and senior team.

We would welcome the opportunity to discuss your concerns with you and would encourage you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510.

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.

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