"I seriously can't think of ..."

About: Royal Stoke University Hospital

(as the patient),

What I liked

I seriously can't think of anything I liked.

What could be improved

I walked into A&E at 8.30pm last night with a dog bite. NHS Direct told me to go there.

90 minutes later, I began to notice patients who arrived after me, going in for treatment.

I complained to the receptionist who said that they "must have lost my card".

At 10.30pm, I went in to see the Triage nurse who apologised and said I would be put at the front of the queue.

By midnight, people who had arrived TWO HOURS after me were now going in for treatment, but I was still waiting.

I asked what was going on at reception and was told "I don't know, you'll have to ask the triage nurse", but that was impossible because she was ALWAYS with another patient.

Despite everybody behind that desk being fully aware of my circumstances, nobody did anything. Nobody checked up on me. Nobody could answer my questions. I could NOT get any idea of when I would be seen. There was a complete and utter communication breakdown.

So I walked out, and 12 hours later have an untreated dog bite that has punctured right through to the cavity. Maybe it will be alright if I let it go untreated? I'll take my chances.

Story from NHS Choices

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Response from Trust HQ

All patients coming into the Emergency Department are assessed by an experienced triage nurse. Patients are then seen by a doctor or nurse according to their clinical need. This means that there may be occasions when some patients are called in ahead of others who have been there longer, nevertheless, we try to see all patients within four hours of their arrival. We try to keep patients informed of the situation and answer their questions but sometimes the department is very busy and we are not able to do this as well as we would like. We would urge all patents who come to the Emergency Department to wait for their treatment but, if that is not possible, suggest that they see their GP as soon as possible.

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