"A&E Experience"

About: Barnsley Hospital

Anything else?

I attended A&E today at Barnsley Hospital as a walk in minor injuries patient. I have no complaints about waiting time, I understand that high demand means cases like mine may have to wait. However there were some simple failures which I think could be tackled to improve the experience of waiting patients. 1. I waited at the booking in desk for over 5 minutes with no-one waiting in front of me without being acknowledged by the receptionist. It would have been polite to explain that she needed to deal with something before calling me or apologise for my wait when I was called. 2. The waiting area was standing room only & uncomfortably hot. Several people commented on the heat. I felt faint at some points. I don't know if the waiting area has an air conditioning system or not? 3. Because the area was full it was very difficult to hear staff calling patients names, most were quite quiet & did not project their voices enough to be heard by people who had to wait along the corridor. More than once staff called patients without even stepping out from behind the glass partition. 4. Several patients, including myself, were spoken to in the waiting area within earshot of others about their diagnosis/treatment without being asked if they wished to go to a private area. Although these were not sensitive discussions (mine was - you have no broken bones, simple care advice for a sprain), i'm sure this is not correct practise. 5. I realised after I left that I was not given any information about what to do if the self care advice was unsuccessful after x days or weeks. This might lead to wrong choices in the future about whether to return to A&E or when to consult my GP. I am grateful for the care I received and I was seen well within the 4hr guideline, however I do think the points I have mentioned could be easily addressed to improve the overall 'patient experience' and perhaps reduce stress levels for patients who are waiting lengthier periods than I did.

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Response from Barnsley Hospital

Dear Mick Thank you for sharing your feedback about your visit to A&E. We are sorry that you felt there were a number of areas in which your experience could have been improved. Your feedback will be shared with staff, especially those working in the A&E Department. We would like to work with you to address your concerns and you may find it helpful to speak to someone in our PALS team on 01226 432430 or via barnsleypals@nhs.net. Best wishes Barnsley Hospital Communications Team

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