Luton and Dunstable Hospital
Lewsey Road, Luton, Bedfordshire, LU4 0DZContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Unnecessary long wait times and uncaring staff
by Anonymous - Posted on 08 July 2024
Absolutely shocked at how appalling A&E at L&D was on Friday 5 July. My mum who is 80 recently left L&D hospital after staying for a week and was advised by her GP to go back to hospital as an emergency. We decided to drive rather than wait for an ambulance. We arrived at 3pm and she did not get a bed until 11pm. At all times we were polite but the initial nurse at booking in and the triage nurse in A&E were completely unfriendly to the point of being hostile. We were treated as a problem rather than needing care. My mum was an NHS nurse for 50 years and knows holistic care very well. A simple act of kindness can help the condition of a worried patient. She could barely walk and was told to walk herself down long corridors and then walk to a different area to get bloods done without any offer of help from the triage nurse. We waited for nearly an hour to get bloods done but there didn't seem to be any reason for the wait, the bloods area was empty and staff sitting around. After bloods we were then told to go an wait for a doctor but they didn't tell us where to wait, they just waved their hand and told to us go in a approximate direction. There was no shortage of staff working, staff even had time to enjoy a box of chocolates and chat at the desk of the head nurse. Back in A&E patients were very unwell, one person violently throwing up into a plastic bag and not a single member of staff came to assist in any way. At all times the attitude of staff was "I don't want to know because if I do I have to do something". I don't include ambulance or consultants in this, they were always polite and friendly when we asked for help, the attitude issues seemed to be the nurses. There was one lady nurse, possibly south african, who was very helpful when we asked her for some information, so we were thankful for that. I have already looked up the details of alternative A&E and will try the Lister next time! My mum gave her life to the NHS and its so sad to see how the NHS treats her and what it has become!
Visited Accident and emergency services on July 2024
Review titled Luton and Dunstable Hospital
Replied on 18 July 2024
Dear Patient We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Complaints Department directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.
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Review titled Really shocking service
Rated 1 star out of 5
by Anonymous - Posted on 10 June 2024
Came in to A and E as I was retaining urine after colorectal surgery. Supposed to be at home resting and recovering. Been made to sit and stand since 10:00 this morning. 20:49 and still waiting for a bed. Nurses on night shift in Emergency Surgery Unit are cocky and condescending.
Visited Don't know on June 2024
Review titled Luton and Dunstable Hospital
Replied on 13 June 2024
Dear Patient We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Complaints Department directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.
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Review titled A wonderful hospital
Rated 5 stars out of 5
by CFM - Posted on 04 July 2024
Same day urgent care department, all the doctors and nurses I saw 25 June 2024 were outstanding! Very professional, caring team. Thank you all so much!
Visited Accident and emergency services on June 2024
Review titled Luton and Dunstable Hospital
Replied on 18 July 2024
Dear Patient Thank you for taking the time to leave your feedback. We are pleased your experience has been a positive one and will pass your comments on to department managers and team.
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Review titled Exceptional doctor
Rated 5 stars out of 5
by Simon honour - Posted on 31 May 2024
Hello there, I just wanted to share my experience at A and E on Wednesday 29ty may at Luton and Dunstable hospital. From the moment I went through the waiting room I was greeted by extremely lovely and efficient staff that look after me very well and I felt like I was in safe hands. But I just want to personally mention the doctor that was assigned to me that night who showed such great care and empathy. He explained everything in a way that I understood. He was very professional with a great sense of humour and charming manner. I want to thank all the staff and particular the doctor that looked after me. My wife and I can’t thank you enough.
Visited Accident and emergency services on May 2024
Review titled Luton and Dunstable Hospital
Replied on 13 June 2024
Dear Patient Thank you for taking the time to leave your feedback. We are pleased your experience has been a positive one and will pass your comments on to department managers and team.
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Review titled Such Kindness
Rated 5 stars out of 5
by Tracie Jenner - Posted on 15 May 2024
I had to bring my 91yr old friend to a&e yesterday due to breathing problems. She is very frail. Her care was outstanding. She was treated with the upmost care, and everything explained to her clearly and kindly. We were both overwhelmed by the doctor and consultants gentle and professionalism. Thank you so very much. Well done luton & dunstable accident and emergency team
Visited Accident and emergency services on May 2024
Review titled Luton and Dunstable Hospital
Replied on 13 June 2024
Dear Patient Thank you for taking the time to leave your feedback. We are pleased your experience has been a positive one and will pass your comments on to department managers and team.
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Review titled Terrible service
Rated 1 star out of 5
by Millie - Posted on 03 May 2024
Received text message on Sunday 28 Apriil, 2024 advising of ct scan for Sunday 5 May, 2024 stating a letter would arrive in the post confirming this. Friday 3 May, 2024 no letter received. Rang operator who put me through to bookings and was told by bookings they don't have appointments for ct appointments on their screen. Given ct department number to call, where it kept cutting you off. Rang operator and was told she'd put me through to the same number I'd previously been given. Told her no one was taking the call and you were being cutoff and she replied, nothing else I can do' I asked if she could put me through to someone whp'd be able to confirm if a ct was booked for Sunday, told no! and I needed to complain to someone other than herself! What sort of service is this? What sort of hospital is this?
Visited Imaging services on May 2024
Review titled Luton and Dunstable Hospital
Replied on 07 May 2024
Dear Patient We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Complaints Department directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.
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Review titled Appointment
Rated 4 stars out of 5
by Brian Willis - Posted on 10 May 2024
I received an appointment for Monday 22nd April and asked to arrive 15 minutes beforehand , so I arrived at 07.30 having left my house at 07.00 when I arrived, there was not a soul to be seen , the reception did not open until 08.00. I have always defended this hospital and will continue to do so , the nursing staff deserve my upmost praise and admiration,but, somebody has to look at this , somebody is resposible for making this totally unrealistic and stupid appointment and yes I do mean stupid time,I await a reply from the bookings clerk for making this booking and why and then from yourselves for allowing it to happen with complete lack of forethought
Visited Imaging services on April 2024
Review titled Luton and Dunstable Hospital
Replied on 13 May 2024
Dear Patient We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Complaints Department directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.
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Review titled Great care
Rated 5 stars out of 5
by Anonymous - Posted on 27 April 2024
I had colon surgery six days after meeting my consultant to discuss the findings of a colonoscopy. He gave me great confidence and explained the procedure clearly. The care from the anaesthetist on the day of surgery was excellent as was the follow up care on the ward. I was able to go home the day after surgery with clear instructions on my follow up care/medication etc. I had a phone call from the department support nurse the day after I got home which I really appreciated and also from the Enhanced Recovery team. All in all I cannot speak highly enough about the treatment I received.
Visited Colorectal cancer services on April 2024
Review titled Luton and Dunstable Hospital
Replied on 07 May 2024
Dear Patient Thank you for taking the time to leave your feedback. We are pleased your experience has been a positive one and will pass your comments on to department managers and team
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Review titled Professional, wonderful kind caring team Ward 17
Rated 5 stars out of 5
by Mary Foster - Posted on 08 April 2024
I was frightened anxious panicked when I had a stroke 31/03/2024 I was taken to ward 17 and I thank God for every member of staff who came into contact with me. Their reassurance guidance and empathy was, I’m sure, my strength, and light in a very dark place. They ‘seen’ me, I was not just a ‘thing’ to be endured, Treated and got rid off. Every single member of the team was kind reached out to ‘me, mother scared ’ and gave me confidence and softened my fear. I was treated with professional immediate treatment, respect a beautiful smile and kindness by all staff. From my heart ‘Thank you, God Bless you all”
Visited Stroke on March 2024
Review titled Luton and Dunstable Hospital
Replied on 22 April 2024
Dear Patient Thank you for taking the time to leave your feedback. We are pleased your experience has been a positive one and will pass your comments on to department managers and team.
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Review titled Telephone contact
Rated 2 stars out of 5
by David - Posted on 12 March 2024
It is impossible to make contact with imaging department by phone. I have spent days and dozens of call trying to contact them on the number on the letter. The phone just rings out and then cuts off. This not acceptable when patients have anxiety and require information.
Visited Imaging services on March 2024
Review titled Luton and Dunstable Hospital
Replied on 22 April 2024
Dear Patient We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Complaints Department directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further
Information supplied by BEDFORDSHIRE HOSPITALS NHS FOUNDATION TRUST