Russells Hall Hospital
Pensnett Road, Dudley, West Midlands, DY1 2HQContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Disheartened
Rated 1 star out of 5
by Anonymous - Posted on 02 July 2023
Attended A&E after an injury and sent home from work. I attended in the early hours of the morning and waited an hour to be seen, which I didn’t think was too bad given that the NHS is severely struggling. I was called in to see a member of the nursing team, I assume was a nurse practitioner. Waited around 5 minutes for the member of staff to enter the cubicle. I explained that I have had a long standing problem but a recent fall had sent me there as I had swelling and unable to walk or bend my leg easily. I couldn’t give a detailed description of my symptoms or what had happened before the fall as the member of staff wasn’t interested. This person kept rolling her eyes at the other staff member sat at the desk. I was told I could bend it so it’s okay and no x-ray would be done and because I am waiting for an MRI, an x-ray wouldn’t show anything (this doesn’t help me now though!) There was no acknowledgment of the amount of swelling, or how I’d fallen or where I landed or how it impacts my day to day or the fact that I was limping!!! I was told it was soft tissue damage and to ice. I would have told her that I have been icing my leg for the last month but I couldn’t explain that as she was clearly more interested in telling the other member of staff what she’d purchased on Amazon! My GP thought there was something wrong because she has organised an MRI…so clearly I have an issue and wouldn’t use the A&E department if I didn’t need too. What’s more disheartening, is that an elder gentleman rang the call bell in the toilet and was audibly saying he’d vomited blood and had chest pain and felt dizzy. After 5 minutes of the bell going, a member of staff turned up and pulled the emergency bell. What’s even more concerning is that the staff wandered to her and the patient like they were strolling around a beach resort and no urgency to them. This hospital is an absolute shambles and you can tell that from the CQC reports. There doesn’t seem to be any improvements to the hospital. I would suggest that if you’re in pain, you should visit another hospital that might put patients first. Like I said, I understand the NHS is struggling and understaffed but the staff that they do have, have no motivation and clearly waiting to clock out!!!
Visited Accident and emergency services on July 2023
Review titled Russells Hall Hospital
Replied on 07 July 2023
Thank you for posting feedback about your experience in the Emergency Department. It is disappointing to hear that you were not satisfied with the care and treatment you received and for this, we must apologise. We strongly urge you to contact our Patient Advice and Liaison Service (PALS) by freephone 0800 073 0510 or email dgft.pals@nhs.net who will assist you further. Alternatively, you may wish to contact our Complaints Team directly to raise your concerns formally. The Complaints team will carry out a thorough investigation once reviewing your medical notes. In the meantime, your feedback has been shared with the senior management team for review. Best wishes, Patient Experience Team
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Review titled Awful
Rated 1 star out of 5
by Hart - Posted on 30 July 2023
Almost 6 hours in with an 80 year old with Parkinsons and dementia. Noone wants to tell me what is going on. Now 02.55 and still being ignored. Noone being called....would love to know what NI has been paid for......
Visited Accident and emergency services on July 2023
Review titled Russells Hall Hospital
Replied on 01 August 2023
Dear patient, Thank you for taking the time to tell us about your experience. It is disappointing to hear that you were not satisfied with the care and treatment you received and for this, we must apologise. We strongly urge you to contact our Patient Advice and Liaison Service (PALS) by freephone 0800 073 0510 or email dgft.pals@nhs.net who will assist you further. Alternatively, you may wish to contact our Complaints Team directly to raise your concerns formally. The Complaints team will carry out a thorough investigation once reviewing your medical notes. Best wishes, Patient Experience Team
Provided by Care opinion
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Review titled Highest Standard Of Care
Rated 4 stars out of 5
by Melanie Teitge - Posted on 05 September 2023
My father was admitted to A&E, Resus and then Critical Care Unit but he unfortunately died on the 31/07/23. I was with my father in these departments and I just want to thank the staff who helped look after him and tried their best to keep him with us. The staff in Resus and Critical Care are a credit to the NHS, they were professional and I witnessed in Resus how, in such intense situations, they worked so hard as a team to help my dad. Critical Care staff were so caring and they always made sure we could be with him whenever possible which enabled us to share some special moments that we will cherish for ever and also spend time with him when he passed.
Visited Intensive Care on July 2023
Review titled Russells Hall Hospital
Replied on 11 September 2023
Dear Melanie, Thank you for taking the time to tell us about your father’s experience at our hospital. We are sorry to hear about the loss of your father. We are delighted to hear that staff were able to provide excellent care and treatment and were able to keep you both at ease during what must have been a difficult time. We have passed on your kind words to senior management who will be happy to hear of them. All the best and take care, Patient Experience Team
Provided by Care opinion
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Review titled Excellent Care
Rated 4 stars out of 5
by John Hancox - Posted on 26 July 2023
I recently attended the Day Surgery Unit for a minor operation on my hand and wish to express my thanks to all the staff who I encountered during my procedure. From the Reception staff, Clinical Support, , Anaesthetists, Surgeons and especially the nurses on the recovery ward treated me in a friendly, considerate and professional manner. Everything regarding the procedure was carefully explained and all my questions answered. Despite all the stress the NHS is under at the moment I think praise should be given to the staff when deserved and hope my comments reach the people I encountered and let them know how appreciated they are.
Visited Don't know on July 2023
Review titled Russells Hall Hospital
Replied on 01 August 2023
Dear John, Thank you for taking the time to tell us about your positive experience at our Day Surgery Unit. We are happy to hear that you were provided with excellent care and treatment and staff were able to keep you at ease during your procedure. Your kind words have been passed on to senior management who will be happy to hear of them. All the best and take care, Patient Experience Team
Provided by Care opinion
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Review titled Caring Staff
Rated 5 stars out of 5
by Anonymous - Posted on 12 June 2023
First time experience of Russell's Hall and I found the staff to be extremely professional, caring and as though they had all the time in the world for you (which obviously they hadn't). On one occasion when my husband rang me he asked if I were in a pub as there was a lot of singing going on in the ward which one of the nurses was leading! The food was good and sufficient variety. My ambulance was diverted to Russell's Hall instead of my nearest hospital and I am so pleased it was.
Visited Orthopaedics on June 2023
Review titled Russells Hall Hospital
Replied on 16 June 2023
Thank you for taking the time to tell us about your experience at our hospital and rate our services as 5 star. It is great to hear that you received excellent care and treatment during your stay at our hospital and enjoyed the atmosphere. We are thrilled to hear that staff were able to put you at ease during what must have been an uneasy time for you. Your kind comments have been shared with the team and senior management who will be pleased to hear of them. All the best and take care. Patient Experience Team
Provided by Care opinion
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Review titled Disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 22 June 2023
Waiting nearly an hour over appointment time to be told that they had tried to contact me to change the time, they hadn't. Appointment had and no further information than we already knew for our young child. Ongoing problem for over a year to be told to just have to wait.
Visited Ear, Nose & Throat on June 2023
Review titled Russells Hall Hospital
Replied on 29 June 2023
Dear patient, Thank you for taking the time to post feedback about your experience at our hospital. We aim to offer the highest standards of patient experience and care, so it is disappointing to hear that your experience did not reflect this. We apologise for the amount of time you had to wait for the appointment before being told it was cancelled and for the lack of communication. If you would like us to do this, please get in touch with our Patient Advice and Liaison Service on free phone 0800 073 0510 or email dgft.pals@nhs.net who will support you further. In the meantime, we have shared your feedback with the Matron and senior management team for investigation. All the best and take care. Patient Experience Team
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Review titled Care, compassion and commitment
Rated 5 stars out of 5
by Anonymous - Posted on 21 June 2023
Excellent experience with my daughter today who needed an MRI. Radiography staff were brilliant. They were caring, competent and committed.
Visited Diagnostic Imaging on June 2023
Review titled Russells Hall Hospital
Replied on 26 June 2023
Dear patient, Thank you for taking the time to tell us about your daughter’s positive experience at our Radiology department. We are delighted to hear that staff were able to provide excellent care and treatment. We have passed on your kind words to senior management who will be happy to hear of them. All the best and take care, Patient Experience Team
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Review titled awful experience
Rated 1 star out of 5
by Anonymous - Posted on 29 June 2023
I come in to hospital with potential kidney stones which are very painful. I was admitted to b5 ward and was treated very poorly and upon my discharge I had no discharge letter and no plan of what was going to happen going forward and discharged with no pain killers even tho I was still very much in pain.
Visited Urology on June 2023
Review titled Russells Hall Hospital
Replied on 29 June 2023
Dear patient, Thank you for taking the time to post feedback about your experience at our hospital. We aim to offer the highest standards of patient experience and care, so it is disappointing to hear that your experience did not reflect this. We apologise for the poor care and treatment and welcome the opportunity to investigate your concerns in more detail to prevent a reoccurrence. If you would like us to do this, please get in touch with our Patient Advice and Liaison Service on free phone 0800 073 0510 or email dgft.pals@nhs.net who will support you further. In the meantime, we have shared your feedback with the Matron and senior management team for investigation. All the best and take care, Patient Experience Team
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Review titled Great & Most professional Staff
Rated 5 stars out of 5
by Kay Rose - Posted on 20 June 2023
Many thanks to the Ed Resus nurses and doctors also Amu Monitored Staff for looking after my son and bringing back to being ok again. My son was bought in with dangerously high blood sugars which with out there intervention he wouldn't be still with us. The professionalism outstanding many thanks to you all and I'm so proud to be working there at the hospital among such staff. Bless you all on behalf of all the family.. Kay Rose
Visited Accident and emergency services on June 2023
Review titled Russells Hall Hospital
Replied on 21 June 2023
Dear Kay, Thank you for taking the time to tell us about your positive experience at our hospital. We are pleased to hear that staff were able to keep you and your son at ease during what must have been a difficult time. We have passed on your kind words to senior management who will be happy to hear of them. All the best and take care, Patient Experience Team
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Review titled Rude staff
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
Attended on Saturday as instructed to do so by my gp following my appointment. Upon arrival the department wasn't busy, we were seen by a nurse very quickly who picked up on some of the reason as to why I had been sent. Seen by a junior doctor who then needed to go through things with the consultant, asked to wait in a waiting room further up the corridor where we were left completely unattended for hours, no staff member present in site. Managed to find a member of staff after several hours to find out what was going on if they had forgotten about me as I was the only one in this room. Consultant then called me in, and was very rude, suggested I was there wasting nhs time. "Why did you show up here on a Saturday afternoon??" His tone was unpleasant, I was present with my mom who needed to do a lot of the talking for me as I had a seizure only a few days before and been left with delay in speech and thought process, he told her to stop speaking and made me speak delaying things even further. Sent away, with no answers, no scan, which is why my gp had sent me up there for in the first place. Wish I hadn't of bothered. I will attend new cross in future if this is the attitude I am given. I am also a member of staff at this hospital, and would never speak to my patients in this regard! Disgusting
Visited Don't know on June 2023
Review titled Russells Hall Hospital
Replied on 09 June 2023
Thank you for taking the time to post feedback about your experience at our hospital. We aim to offer the highest standards of patient experience and care so it is disappointing to hear that your experience did not reflect this. We apologise for the poor attitude of our consultant and welcome the opportunity to investigate your concerns in more detail to prevent a reoccurrence. If you would like us to do this, please get in touch with our Patient Advice and Liaison Service on free phone 0800 073 0510 or email dgft.pals@nhs.net who will support you further. In the meantime, we have shared your feedback with the Matron and senior management team for investigation. All the best and take care. Patient Experience Team
Information supplied by The Dudley Group NHS Foundation Trust