"Poor care"

About: Russells Hall Hospital / Ear, Nose and Throat

(as the patient),

I was referred to a procedure after recurring ear problems since I was a child. I was told to be at the admissions lounge for 7am yet was not even spoken to a few hours later and when I was, I was passed from each doctor and nurse ( like all the other patients waiting to be seen) and I felt that the staff were disorganised.

Often I would be called out to see one doctor yet another nurse or doctor would call me to see them, this happened with everyone and other patients had to explain that they had been called to see someone else.

The room was cramped with little chairs which were all placed in a circle so there was no privacy.

I was very concerned about having the general anaesthetic yet when I asked questions each doctor or nurse I asked would say they didn't know and to ask another member of staff.

I was very briefly told what my operation was consist of. When I finally got called down to the ward to have the operation, the surgeons were much more helpful and reassuring.

When I was put into a side ward after the operation the aftercare wasn't great at all. Again if I asked any questions about when I could resume general activities they were dismissed or I was told to ask somebody 'who knew'.

I did not have a bedside table and so could not reach my water as I was wired to the blood pressure machine, yet one pleasant nurse joked she would wait on me.

I wasn't given any aftercare whatsoever (have today found out I cannot go swimming or get my ears wet this could lead to damage of the middle ear yet I was never told this).

My boyfriend came to collect as one of the surgeons said I could go after my op but the nurses were very rude and said I had to stay (this is fair enough but why were we told different to begin with). He then came to bring me some magazines as I was going to be on my own for a while, the nurses agreed this was ok but then called security on him which thought was strange as why did they let him in to then proceed to call security.

I just wanted to get out of the hospital as the staff weren't particularly attentive or friendly and was glad when I was finally allowed to go early.

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Response from Jackie Dietrich, Communications Manager, Communications and Patient Experience, The Dudley Group NHS Foundation Trust

Thank you for posting your comments. We do aim to offer our patients the highest standards of care and we are sorry if we have fallen short of those standards on this occasion.

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.

You have raised a few issues around privacy and dignity and communication and our senior team would like to investigate these concerns further.

It is difficult to comment further on your specific experience without your own details and reviewing your medical notes, but if you wished to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 we would happily look into the issues you have raised.

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Response from Laura Broster, Head of Communications, NHS Dudley CCG

Thank you for taking the time to tell us about your less than satisfactory experience. We would urge you to contact the hospital and provide them with more details so that they can look into the issues you raise. It is thanks to the people like yourself, telling us when things are not right, that we can learn lessons and improve services for others.

If you do want us to look into the issues your raise on your behalf then our patient experience team would be happy to help. You can contact them via, patientexperience@nhs.net or 0121 411 0416. Best wishes, Laura.

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