Pilgrim Hospital
Sibsey Road, Boston, Lincolnshire, PE21 9QSContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Appointment system
by festivityfm94 - Posted on 05 July 2023
At the end of June I received a text message which was a reminder of my ULHT 'Orthopaedic' appointment whixch was set for two days later. As this may be virtual or in person I was asked to refer to my letter or phone call for details I had no letter or phone call to refer to and had to call my GP to ask where I should call. They gave me the number for outpatients bookings. I told them I hadn’t had a letter and they said that I would but it had just not arrived yet. I pointed out the appt was in 2 days and they then gave me the location. After seeing the consultant, who didn’t bother to introduce themeselves or the other people in the room, they said they would refer me for an MRI. I was concerned that I might not be notified of the appt so I went to reception to tell them of my concerns. They said that the system generated a text message and, if 48hrs later, the txt hasn’t been read, then they generate a letter. That can’t be right as the text was received 48hrs prior to the appt. They said they could take me off the txt option which would generate a letter automatically but I’m concerned then that the post would be delayed! Surely, a text message can include the date, time, location, and name of the consultant to save people chasing around to find out the details. I feel that it’s no wonder so much money is lost through missed appointments as the notification system is less than adequate. My email address is in file. Surely the letter could be sent via email?
Visited June 2023
Provided by Care opinion
Review titled Pilgrim Hospital
Replied on 11 July 2023
Dear festivityfm94 Firstly, sincere apologies for the confusion after not receiving notification of your appointment by letter, unfortunately this can happen occasionally if there are delays in the external mail system - however it is reassuring that you received the text message appointment reminder enabling you to find out the details of your consultation. I am very sorry you were not greeted by the consultant in the courteous manner that you should have been – this is certainly not upholding the Trust values and I will pass your feedback on to my colleagues in Orthopaedics. For future information if a consultant wishes for a diagnostic test to be completed post appointment they would request this directly from the diagnostics team – the Outpatient reception team do not book further diagnostic tests. With regard to the general follow-up booking process I think there may have been some confusion as it sounds as though the receptionist was providing information about the digital portal which is a system we use to send Outpatient appointment letters to patients digitally at the point of booking, initially via a text message with a link and pin number to access the portal. For most Outpatient appointments this process is carried out automatically if a mobile telephone number is recorded for the patient, with the exception of 2 week wait suspected cancer appointments and appointments within one week – for this type of appointment the Outpatient team would try to contact the patient by telephone. For appointment letters sent digitally, if the portal is not accessed by the patient within 48 hours portal to view the details a physical letter is sent via business post. The digital portal is a different system to the text message appointment reminder service which is sent 48 hours before the appointment and is not interactive. Regrettably we are unable to include all of the appointment details you mention as this type of message is limited to a maximum number of characters available. Unfortunately the Trust do not currently use email as a form of correspondence for appointments. This is due to functionality, security and confidentiality as we are unable to send patient details to non-accredited personal email accounts (e.g. Hotmail and Gmail). I hope this goes some way to providing assurance and answers to your questions but please do not hesitate to contact me directly, or our patient experience team if we can help any further. Kind Regards. Laura Laura.Kearney@ULH.nhs.uk
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Review titled Chemotherapy treatment
by UKPilgrim - Posted on 13 June 2023
Totally unco-ordinated experience for my chemotherapy treatment. I was told to go for blood tests on the Thursday, before Good Friday. The first thing I was told when arriving at the Pilgrim hospital was that they needed to take blood tests, as I had not been for blood tests the day before (Wednesday). I said that I had been told to have blood tests on the preceding Thursday, so that these results were available to pharmacy, so that the Chemotherapy could be made up at Lincoln, and transported to Boston for 10:00am on Thursday. It was only when the nursing staff then read their notes that it was discovered that the prescribed medication was by subcutaneous injection. The specialist consultants in the Hematology Department are not able to arrange for the correct prescription, to be issued at the correct time, meaning that everyone is inconvenienced by this. Sadly, I feel that publishing this feedback will not change anything as the nursing staff and the specialist consultants in the Hematology Department do not appear to listen to their patients!
Visited June 2023
Provided by Care opinion
Review titled Pilgrim Hospital
Replied on 14 June 2023
Dear UKPilgrim Thank you for taking the time to provide feedback following your experience at Pilgrim hospital and accept our apologies for this. To enable us to investigate this further please contact our PALS department (Patient Advisory Liaison Service) Email: pals@ulh.nhs.uk Text: 07815 707746 Tel: Pilgrim 01205 446243, Lincoln 01522 707071, Grantham 01476 464861 Regards Lauren
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Review titled Loss and Treatment
by Zobow27 - Posted on 14 July 2023
After finding out I was going though another loss, I got told I need to go in for a 1st lot treatment then again for 2nd a couple days later. I arrived, It was one of the hottest days of the year, when I got there they were waiting for doctors. I had someone come speak to me after 2 hours saying still waiting on doctors, but that possibly I did not need start treatment today. 3 hours later doctor came spoke me, all I need to do was fill paper work in ready for the following appointment. The 5 hours I was waiting was not even offered a drink, I did bring a bottled water by myself but had finished that. I rang the Tuesday to see what time I needed to be there, got there, all was really good, told I need to fill more paper work in due to testing, which I understood. We sign this but also told about armaments after the testing to then be told that's not offered at this hospital, it's another hospital where the test will be carried out. Which if was not for speaking with another staff member we would not know this. The treatment started, which I knew would take a while, some of the staff were incredible & understanding, another member of staff came to see from different ward who had been helping us during the last few years, they asked if we had been offered a memory box which we said no, which again should of been due to nature of us been in the ward, the treatment was still going along. We were waiting for confirmation of if the treatment was complete, this was told to us just after 10 pm and we ended up staying in overnight, we had not been spoken to by any doctors other than the morning of the when filling in the form. The following day we were told I would be able to go home if urine was OK, but if still was not at 2 pm my partner left thinking I would be home later on that day. At 5 pm ish I got told need do one more sample and be possible allowed to go home. I was still in pain so still having pain relief. 8 pm came, I had a nurse come in to say that the doctors are doing their rounds so they will come speak to me if I can go home. At 10 to 11 the doctor came in to speak to me but due to the pain and urine sample I was having to stay in a overnight again to see how I was. As they did a examination there still active bleeding. So said need to see how I was overnight and possibly need a scan again to check if the treatment was fully completed. I was still suffering pain overnight and also urine sample was still not right. In the morning I then was admitted to ward for more testing, my bloods where done, urine sample done and again waiting to find out what was happening as was said I would need a scan. Just after 12 pm I got spoke to ,I had UTI so was given antibiotics, that bleeding I had was normal so no scan needed. I was told I would be allowed home that day, I still need to keep using the bed pans to make sure everything was OK. At 4 pm I rang the bell as I was out of water and for my sample to be checked, 5 pm I finally got a jug of water fetched in. The nurse came in at about 5:15 pm with some more pain relief to say they still waiting on my tablets but I was allowed home. My obs where checked just after 8 pm again at 8:50 pm the nurse came in with my tablets to say I was allowed home , but I was not given a discharge letter as no doctors were on the ward. I was told it would be emailed but still not received this & that possibly able to get more pain relief if still pain I know I could ring the ward. So I went home at 9pm, was still struggling with the pain. The next couple of days I was in a lot of pain so I rang ward again to be told come back in. I took so over night things just in case , when got there I was given pain relief right away because of how much pain, the doctor came spoke to me asked me all my history and was incredible, definitely could not fault this doctor, they then did an examination to again say still active bleed & quite a lot. I was then admitted on the ward again , having pain relief the doctor said they had requested a scan for asap, still had keep weeing in the bed pans , on Sunday still waiting on scan they don't do scan on a weekend. Monday morning the doctors come around to say that they are waiting for my scan to find out what going on and told should be anytime, someone then came in to speak to me and explain that if scan show some tissues still that there will treatment medical or surgical, which if wanted the surgery they explain what would happen which put me at ease knowing, told if want surgery not to eat after lunch. Went for scan just after 4 pm, which they confirmed that there was still tissue there, I was allowed to eat tea at just after 6 pm then not to eat after that and stop drink at 5 am,the surgeon come in to speak just after 730 am to fill in paperwork and I should know what time the surgery be soon, the doctors came in to speak to see how I was, they asked them to chase things up as I had been in since Saturday, then went down for surgery at 250pm on the Tuesday.
Visited June 2023
Provided by Care opinion
Pilgrim Hospital has not yet replied.
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Review titled Outstanding care
Rated 5 stars out of 5
by Carenza S Clulow - Posted on 16 June 2023
On holiday in Skegness. Had some bleeding at 27 weeks pregnant. Had my observations done, urine checked, speculum done, baby's been on monitor, having a scan later today, they want to keep me in for 24 hours. This is exceptional care unlike any other I have received from my local hospitals. The staff are so kind and reassuring, they are a credit to this place. If this hospital wasn't two hours away then I would definitely have my baby here! Genuinely very impressed
Visited Maternity services on June 2023
Review titled Pilgrim Hospital
Replied on 20 June 2023
Thank you so much for this feedback, it is always really great to hear that the team were kind and reassuring. It must have a very worrying experience for you to be away from home and unsure of where you were going to find treatment and I am really glad that you felt that your care was exceptional. I wish you all the best in the rest of your pregnancy journey. Kind regards Katy
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Review titled 4pm - midnight waiting
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Extremely disappointed in a & e, mother taken there by ambulance, head injury, had scan around 5pm then waited until 12.15am to see doctor, he didn't even take off bandage to look at wound just gave scan result. Lost lot of blood, worse service than 3rd world countries what's happened to Nhs, where is the money going????
Visited Accident and emergency services on May 2023
Review titled Pilgrim Hospital
Replied on 30 May 2023
Thank you for taking the time to share your story. I apologise for the care you recieved when you and your relative visited the department. I would like to look into this further for you. If you are able to take the time to send your details to our PALS department to be able to look into this in for more detail. Thank you.
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Review titled Inadeuqaute care
by waterge54 - Posted on 25 August 2023
When I was taken to resus at Pilgrim Hospital, Boston, I feel I experienced inadequate care. Upon coming round from collapsing after being assisted to the toilet, a nurse spoke over me to another nurse asking if I was faking it. Whilst on the ward I feel there were not enough health care staff. I feel my condition and pain was dismissed (there seemed to be a clear lack of knowledge and understanding about my condition, and prejudice also, in my view). I was left in sodden sheets for hours, was not provided with adequate personal care, was left unattended which led to another collapse/fall in which I hit my head on the radiator, and when I had been left unattended to try and wash myself I had a seizure, which another patient alerted the health care assistants to. They had to lift me onto the bed as I was coming round and was dropped so that I bounced, and the staff laughed. The whole experience left me feeling dehumanised, humiliated and degraded with a sense of shame and trauma from the experience.
Visited May 2023
Provided by Care opinion
Review titled Pilgrim Hospital
Replied on 30 August 2023
Dear waterge54 Thank you for taking the time to share your experience via Care Opinion. We would like to apologies for any distress caused during your recent stay at Pilgrim Hospital. This is far from the standard of care we expect and deliver. The story has been tagged Acute Medical Unit and at Pilgrim we have two different wards, IAC and AMSS so we are unsure which one you stayed on.. We are keen to speak with you to discuss your experiences so we can ensure we share and learn from your experience with the correct team, please could you contact the PALs team on pals@ulh.nhs.uk If you should contact us via PALS can you please quote CO 1107895. Regards Maxine
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Review titled Emergency admission - suspected septic arthritis
by romeoqt34 - Posted on 16 May 2023
Entered Pilgrim though A+E with suspected septic arthritis in my knee and being admitted on to 9A for a while, then on to 7A. Very professional care though out A+E. A big thank you to all day staff and night staff on these wards nothing was to much trouble. Excellent care throughout. Thank you
Visited May 2023
Provided by Care opinion
Review titled Pilgrim Hospital
Replied on 22 May 2023
Dear romeogt34 Thank you for taking the time to send this positive feedback about your admission to A & E, 9a and 7a. I am very pleased that you found that nothing was too much trouble for the staff and will ensure that the teams receive this feedback. KR Angie Mason Matron
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Review titled Friendly efficiency
Rated 5 stars out of 5
by Anonymous - Posted on 08 May 2023
I came to A&E and was very well treated, especially as they were busy. I understood they had been busy all day, but I found the staff and doctor careful attentive and kind. Thank you
Visited Accident and emergency services on May 2023
Review titled Pilgrim Hospital
Replied on 22 May 2023
Thank you for the kind words and feedback, these have been passed onto our team within A&E. Kind regards, Vikki Hoadley Sister
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2023
Been in A&E over 12hrs waiting for a bed , no beds available what has happen to "duty or care" how long is a diabetic 84 year old lady expected wait to get the treatment she requires? Instead all she's received is additional stress and worry
Visited Accident and emergency services on May 2023
Review titled Pilgrim Hospital
Replied on 22 May 2023
Thank you for the feedback you have given our department. We apologise for the long wait for an admission bed within our hospital. The hospital has been under immense pressure and those waiting for a bed can be waiting a long time. We can only apologise for this. The staff in A&E work tirelessly in ensuring that our patients receive the care they require and are also frustrated by the lack of hospital admission beds. Please accept an apology and we will use this feedback to develop our service. Kind regards, Vikki Hoadley Sister
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Review titled Appointment
Rated 3 stars out of 5
by Anonymous - Posted on 25 October 2023
I attended an orthopaedic clinic in May this year and was seen by the registrar rather than the consultant. On previous occasions I have seen the consultant who is really nice and understanding. The registrar on the other hand made me feel like a fraud and that I shouldn't be there. He first introduced himself, and then pointed to the computer screen where there were two x-ray results. He asked me can you see any difference between the two, I replied I couldn't but really not sure what I'm looking for. He replied no because there is no difference between the most recent one and the one done five years ago. He then asked me do you drive? I replied no. Well how did you get here today? he asked. I replied my husband brought me. Well where's your husband now? I replied in the waiting room. Well let's have him in here then. I wasn't lying when I said I couldn't drive. I tried to explain my problem is not the arthritis which was showing on the x-rays, but the fact that the joint locks and sometimes gives way resulting in falls. He explained that because this comes and goes there is nothing they can do about the problem. If these are the rules then I have to accept that, but the problem was his attitude as if I was just a time waster and a liar.
Visited Orthopaedics on May 2023
Review titled Pilgrim Hospital
Replied on 02 November 2023
I am sorry to learn that your experience wasn’t a positive one when visiting our department on this occasion. We do all we can in regards to ensuring that our patients have a positive experience. Communication is one of the key areas we do concentrate on, by partaking in various courses and exercises within the department regarding this topic. I will ensure that this topic is brought up again in their next training/governance meetings to reiterate the importance of this. I hope this is ok for you Debbie? Please let me know if you need me to expand on anything Kind Regards Carly Goldsmith Service Manager - Trauma & Orthopaedics
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Information supplied by United Lincolnshire Hospitals NHS Trust