Glan Clwyd District General Hospital

Glan Clwyd District General Hospital 2017-09-06 Person 1 5 0

Patient had appointment with the Patient Experience manager, (Maggie Pearce). After raising the specific concerns Ms Pearce tried to dismiss the valid points raised. She was out of her depth in her role as manager of the patient experience. After much battling with her she finally went and got a colleague called Trish Roberts who on viewing the concerns raised realised the seriousness of them and asked what she could do to help fix them. It was discussed and agreed that an urgent appointment with a specialist doctor was required and that this appointment would be made as a priority of care. This was over two weeks ago. In the time that has passed since, the patient was sign-posted to Sian Cartright (patient liaison manager), who assured the patient that she was dealing with making the urgent appointment. The patient has not received any appointment as promised, and has contacted Sian Cartright on a number of occasions and was told that she would contact the patient with an appointment date. But as of September 6th 2017 the patient has still not heard anything and again contacted Sian Cartright via telephone. When the patient queried that Trishh Roberts had promised that the appointment and reason would be treated as urgent and as a high priority, the patient noticed that Sian Cartrights tone of voice and attitude had changed from being helpful to being obstructive, and she said to the patient "I am sure that everybody would think that their problems are high priority". This statement is unprofessional and a form of bullying towards a patient. Sian Cartright also discussed the patients concerns with another party within the medical profession without the written and expressed consent of the patient. This is a severe breach of patient confidentiality and trust, and is a breach of the Data Protection Act and data governance. The "have your say patient experience" is not open and honest as if you try to report something serious which needs highlighting the health board will not address the concerns and they will just brush them aside without any care. Given that Betsi Cadwaladr NHS Trust is in special measures, this awful treatment towards a patient for speaking out proves that absolutely nothing has changed for the better.

Glan Clwyd District General Hospital 2017-08-25 Person 1 5 0

Went to meet the "Patient Experience" lady in Glan Clwyd hosptial to talk to her about a very important patient experience. The lady was very ill-equipped to deal with the experience of the patient. She kept interrupting, she wouldn't let the patient finish what she was saying. She also claimed to be impartial and independent, yet upon being asked admitted that she worked for the NHS and has colleagues in the complaints department (so not very impartial). The patient experience lady was kindy asked to read a professional statement by a member of staff regarding the patient to allow her to gain a better understanding of what the patient was trying to explain to her, yet she very abruptly took the side of what was written on the letter. She made the statement without any professional background, training or qualifications whatsoever, and gave a mis-guided and wrong assumption as to what was written on the letter. She should not have even attempted to take a side. She was a disgrace for doing this. She carried on interrupting the patient and then at one point she accused the patient of being aggressive towards her, and said she was going to stop the meeting. As an independent observer of the meeting I can confirm that the patient was certainly NOT becoming aggressive in any way at all. The lady was clearly out of her depth in her job and didn't know what to do. She then went on to say that the Patient Experience team only deal with issues which have arisen in the past 48 hours, and she said she did not know why the patient had been given an appointment with her. She then tried to sign-post the patient to an external agency. It was very clear from the meeting that Betsi Cadwaladr only want to hear "nice" stories and experiences from patients and if a patient comes in with a negative experience there is absolutely no clear or simple way to express this - as the lady did not have the capability to help. It appears that the Patient Experience is just a marketing phrase in a vein attempt my management to make it look like they are listening to patients, when really all they are bothered about is sweeping negative experiences under the carpet. The lady made the experience of visiting the patient experience team a total and utter joke, it was stressful, unsatisfactory and appalling in every way possible. She also attempted (again without any validity) that Glan Clwyd Hospital and staff were not responsible for the patients experience, and tried to claim that it was a separate hospital. This again, was totally and factually incorrect, and the lady should not be making these assumptions, as all she did was highlight how appalling the service has been to the patient, which was the very reason why the patient was there in the first place, so they could discuss the experience with the lady from the Patient Experience Team!! Basically, if you want to bring up your experience which is over 48 hours old - don't even bother, as the patient experience team don't want to know, and don't know how to help.

Glan Clwyd District General Hospital 2017-07-10 Person 5 5 0

Admitted to AE seen very quickly put up on ward with suspected gallstones ,the staff were fabulous ,kept informed wat was happening , food is excellent, first time in Clan Clwyd very happy ,

Glan Clwyd District General Hospital 2017-06-02 Person 1 5 0

Avoid Ward 6, like the Plaque, I had the misfortune of being transferred here as a in patient in ward 6 and received rudeness from a particular Staff nurse who most patients staying in same ward reckon she shouldn't be in nursing, so obnoxious, must get her own way, appears to try and quickly tries to move or transfer you before you are ready to be moved, further away from your home location, stating it's a trauma ward, (a very poor one) as if she is something special, some nursing staff here are good, but wanting to move you when under treatment, cannot walk and having multiple fractures means she doesn't know what she is talking about. Having been transferred here from Royal Stoke to be nearer home, the worst thing we accepted, was transferred there from Glan Clwyd, Wales to major trauma centre because they can't cope, well they can't help to the road of recovery either. Only use if you have a death wish. Be discharging myself although can't walk, soon be back I presume. Food is better than at many hospitals with good choices except on Fridays we found.

Glan Clwyd District General Hospital 2017-04-21 Person 1 5 0

My sister died in this hospital and I am sure had she been in care elsewhere she would still be alive. Staff seemed to change daily and never seemed to be informed of her needs .. In fact she fell on the floor as no one read her notes that she was incapable of being left unsupported. There seemed to be a lack of coordination between staff hence patients suffer. Had anyone listened to us perhaps action would have been taken and she would still be alive today.

Glan Clwyd District General Hospital 2017-02-27 Person 5 5 0

Thank you - the staff were without exception kind attentive and professional. My dad over the last five years could not have had better care anywhere - ward 10 cardiology- the whole team- fabulous.

Glan Clwyd District General Hospital 2017-02-26 Person 1 5 0

the only suggestion I have is to sack all the staff,bulldoze the buildings,and put up a memorial garden for the people who died early for lack of care.totally disgusted with everything in that place,i cant bring myself to call it a hospital,the lack of care by all is obvious even to a blind person,

Glan Clwyd District General Hospital 2017-02-24 Person 1 5 0

Waited for 2 hours with my father who has Alzheimer's for an urology appointment. No apologies. No information whatsoever in fact. Just sat there like a lemon waiting. Still, last time he was here for 5 hours! What on earth is going on at this hospital? Stop giving people free prescriptions and use the money to fund more staff!

Glan Clwyd District General Hospital 2017-01-19 Person 5 5 0

I have never been a patient in an A&E department before even though I am in my 60s. So, I went to Glan Clwydd with a lot of concerns having read bad reviews of all NHS A&E departments over the years. My experience was absolutely excellent. I arrived with the sensation of something stuck in my throat which partially stopped me swallowing. I registered at Reception, was seen by a male nurse within 5 minutes to take more detailed notes. This was followed in 10 minutes by seeing a doctor. This young, female doctor kept an eye on my progress through A&E Minors as I was seen by other members of staff. Everyone was kind, positive and understanding. Throughout my stay I was x-rayed, given throat relaxing medicine intravenously, seen by a young doctor from the Ear, Nose and Throat department and finally by a Consultant from ENT. Everything was explained to me and I was given the highest level of care. It took a long time for all this to be achieved and I felt well looked after and well monitored at every stage. A 3 course hospital lunch was offered as well, although I didn't take up this option. Nothing was too much trouble for the staff. The staff were not only from Wales but from England and all over the world. I felt very lucky that we have such a selection of talent in our Health Service. The NHS is a rare and extremely valuable treasure that we have in the UK. It is our first port of call in a medical crisis and basically keeps us alive, or stops us from panicing uncontrollably when our condition isn't life threatening but is frightening. Thank you Glan Clwydd A&E.

Glan Clwyd District General Hospital 2016-12-31 Person 1 5 0

my grandson was today(31/12/16) taken to glan Clwyd with a swollen and painful mouth. It turned out that he had an abcess in his mouth, but he was in a&e for almost 7 hours before being attended to. He is 8 years old,and to say it was an ordeal is an understatement. He was given some calpol on arrival and then him and his father were left. This seems to be typical of the kind of nhs service ( both at gp surgeries and at nhs hospitals ) that is the norm in North Wales. As a mature resident I normally say, they are doing their best under difficult circumstances, but, for a young child it is so wrong. I would be interested to hear from the hospital to explain the appalling lack of sensitivity shown to my grandson, but I no doubt will not be contacted. I suppose all the senior administrators are still on Christmas leave, leaving the nurses and doctors to receive all the abuse. I was under the impression that the maximum waiting time was supposed to be 4 hours? Fat chance!!!!