"The A&E department was clean ..."

About: Broomfield Hospital

(as a relative),

What I liked

The A&E department was clean and tidy and succeeded in providing a basic service.

What could be improved

Information - For example, my wife needs glass splinters removed which the doctor can't do. A&E can't advise on what will happen, when, or for how long. We have two kids under 3 so that's very unhelpful. Also, once in A&E there's very little consideration about personal circumstances like whether you have kids or not.

Attitude - The staff on the phone in particular seem to treat you as if you're an inconvenience. They were unable to provide basic information about the services they offer. If you're near death I guess it's a good service, but where you've been referred by a doctor and aren't critical the whole attitude and process leaves a lot to be desired. Generally, the A&E staff weren't especially understanding or friendly.

Anything else?

Perhaps the A&E management team should try walking through their processes from the perspective of a mother of young children with a non life threatening injury. The experience at Broomfield feels about 10 years behind the current focus on customer experience in the public sector. I'm convinced a more customer focused approach would benefit both patients and staff.

Story from NHS Choices

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