"A@E visit"

About: Diana, Princess Of Wales Hospital / Accident and emergency

(as a relative),

I attended A&E with my husband and 2 children. Our first impression was really negative. My husband went to sit down as he was in a lot of pain and left me with the 2 children to report to reception. The receptionist was talking to a colleague so we waited to be called over, we must have waited nearly 10 minutes before they finished with the colleague who kept coming and going with notes etc... I understand they were dealing with another patient but there were no apologies, no explanations just a "wait there until I call you". If they had just smiled and said I'm really sorry I'm dealing with another patient it would have been a different experience. When we did get seen again there was no apology for our wait and no smiles throughout the whole conversation. We think some staff could be given some additional serious customer care training and some appreciation that whilst this is a normal occurrence for them, people who report to A&E are generally worried and in pain etc... And a reassuring smile could go a long way.

After booking in we were seen quickly and both nurses and the doctor (James) were wonderful. Very reassuring and thorough, it's such a shame the first impression let the whole experience down.

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Response from Diana, Princess Of Wales Hospital

Hello, thank you for taking the time to post your feedback. We do understand that it is important for patients to feel welcomed and well attended to, and I'm sorry to hear that wasn't the case for you. Your comments have been shared with the A&E managers. Kind regards, Sarah Mainprize