"Overall excellent care"

About: Poole General Hospital

I had to rush my daughter to A&E last night (6.5.14) she had been ill for a few days but her temperature shot up and we couldn't control it at home, she had seen her GP that morning who put her on a course of antibiotics for a throat infection all of her lymph nodes/glands were swollen. Although on arrival the computer system was down and the receptionist said she couldn't book anyone in, I have to say I found her very cold and uncaring she didn't listen to me when she asked for symptoms she cut me off half way through and just walked off so I didn't get the chance to tell her my daughter was extremely hot and had stomach pains, she just told us to wait till computers came back on, 20 mins later with my daughter boiling hot in pain and very distressed I had to insist she got seen, the receptionist accused me of being rude and I had to remind her I was a very worried mum, so I do feel this part needs to be addressed, whilst I perfectly understand how stressful her job may be her patient care skills were seriously lacking, I did apologise to her if she felt I had been rude but I received a complete blank from her which I found even more rude, eventually she did apologise but only after she realised how poorly my daughter was, other than this I would have scored 5 stars in all areas. We then got taken straight in to see a doctor and immediately my daughter was given the very best of care, all the nursing staff and doctors were very caring and supportive, they explained everything very clearly and calmed both my daughter and I down very quickly, they immediately treated her with IV antibiotics and steroids for very swollen tonsils and a temperature of 39.1, she was admitted to B2 ward that night and had continued care where again all the nursing team and doctors were very good. She had blood tests taken and it was confirmed by today that she has glandular fever, we were given clear advice on what to do and what we needed to do if she displayed certain symptoms, she was then discharged this afternoon. I can not thank the medical staff enough, as a result I have 100% confidence with the care provided at the hospital and feel very grateful that we have such great support so nearby.

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Responses

Response from Poole General Hospital

Thank you for taking the time to provide us with your feedback. We are pleased to hear that your daughter received good care and your thanks have been passed to the medical staff involved. However, I am sorry to hear that you were disappointed with the initial reception you received in our emergency department. We will discuss your experiences with the department but if you would like to talk to our Patient Advice and Liaison Service (PALS) please call us on 01202 448499. Maria Bennett, Patient Experience Facilitator

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