"Turned away refused treatment!"

About: Altrincham General Hospital

I visited Altrincham minor injuries department on the 5th of March at 18.25 to be informed by the receptionist she could not book in my son when I asked why she told me there was to many people waiting to be seen , I looked round the waiting room to see three people I pointed out to the receptionist that it was 18.25 and there opening times state they are open until 20.00 .I was shocked and disgusted the receptionist called for the nurse to clarify this she told me the same and refused to see my child when i asked why I was told they had a busy day and had things to do ! .Feeling dusgusted with the service I received I took my son to Trafford General ,they were so professional and caring to my son and they were also shocked when I informed them what had happened at Altrincham bearing in mind they close at 20.00 also we arrived at 19.10 and were a lot more than three people waiting .In the end my son received great care shame on you Altrincham !

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience on 5th March 2014 was not as positive as we would hope. It is important to us that comments are heard and seen as an opportunity to the service to make changes and improvements wherever possible.

In response to your comment, we apologize for the poor service you received at Altrincham Minor Injury Unit and the explanations given to you for your son not being able to be seen are unacceptable. The opening times and staffing levels in the Minor Injury Unit are currently being reviewed to ensure patients are seen up to the closing times and steps are also being taken to improve the information provided to patients in relation to the Minor Injury Service. We will share your concerns with the staff involved so that they can reflect on them and ensure your experiences are not repeated.

We are pleased to read that your son received appropriate care at Trafford General Hospital at the Urgent Care Centre (UCC), offering the quality of care we strive to deliver to all our patients across the Trust. If staff at Altrincham Minor Injury Unit, are unable to assess patients prior to closure they should redirect patients to Trafford General Hospital UCC. The UCC is fully staffed with highly trained Emergency Nurses and Doctors, being a fully equipped Centre able to see a full range of injuries and conditions. Please be assured we are currently reviewing the Minot Injury Unit service to ensure the service is adequately resourced to offer a high standard of care for patients during the advertised hours of opening.

It is difficult to respond to all the posts in a comprehensive way due to a lack of detailed information, therefore, if you would like to discuss this with us in more detail, please feel free to contact out Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk.

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

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