"Not very good from start to finish"

About: Blackpool Victoria Hospital

On Sat 8th Feb my son and I was walking outside Blackpool tower when my six year old grandson accidently walked into the towers veranda thick metal post. It sounded as though someone had hit the post with an hammer it was so load. We immediately looked at his head which had an enormous lump on his forehead. He was crying really bad and said it was really hurting him. We decided to take him to the nearest hospital to be checked out knowing that this very bad bump to the head may be serious and needs to be checked out as soon as posible by a Doctor. It took us about half an hour to get there and we went to the reception in accident and emergency. The receptionist took all the particular's and instructed us to go to the (sorry I cant remember the area we where told to go to wait but it was to the left of the entrance) We waited three quarters of an hour and then they called us, we where then told we can not be seen here and should not have been told to come there to be seen and then told us to go back to the reception. We went to the reception to tell them what has happened and they then wanted to go through all the particular's again which we had given before. My son was not happy about this and requested to see someone to complain. My grandson head was hurting him and we where getting worried. We where told to go to the children's care unit and wait to see a doctor. We waited about an hour and then thought that if the bump to the head was very serious he should be seeing someone before now. We where told he was the fifth in the queue, after about another hour we went in a room to see a lady doctor. She examined him and then just said right he can go. We where made to feel that we had just been wasting their time and no genuine compassion seemed apparent at all. The overall experience and dissatisfaction on this occasion was not very good. We do appreciate the NHS and don't know what we would do without the splendid care we normally receive throughout the NHS. We wish you all well and thank you for taking the time to read our complaint which is only meant to help.

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Response from Blackpool Victoria Hospital

Thank you for your comments, I am sorry you feel the Trust let down on your recent visit to the Emergency department. I will ensure that a copy of your comments are passed through to the Matron of the Emergency department, so she is aware. If you wish to, you can speak to a member of our patient relations team on 01253 655589, they will be able to register your concerns and ensure that they are fully investigated. Best Wishes Andrea

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