"Children's A&E"

About: Leicester Royal Infirmary

My son had burnt his hand so we attended children's A&E at the LRI. Overall i was quite happy with the care and treatment, but there were some improvements that i felt could be made, most of which were around communication. When we arrived i thought it was quite difficult to see exactly where reception was. Surely it would be better to be situated as soon as you arrive through the door? We did not have to wait very long to be seen by the triage nurse and again not long to be seen by a senior nurse. After that though we were left for an hour waiting for a doctor with no communication from anyone as to what was happening. The nurse did pop back to say she was going to bleep the doctor again, then it was another half an hour before she came. I really don't mind having to wait and fully understand that everyone is busy, and there were more poorly children to be seen. However, it would have been so much better if we had been kept informed of approximate waits. The doctor arrived from plastics and did not introduce herself and her name badge was tucked into her pocket (which kind of defeats the object?). I was also concerned that when the doctor and NAs de-roofed the blisters and bandaged the burns my son was not offered any pain relief and he was very upset. When we went back to get the wound checked a couple of days later on ward 11 we had a long wait to be seen but i had been warned about this so that was fine. My main concern was staff not introducing themselves, Does the trust have any plans to introduce the #hellomynameis campaign at all? Such a simple idea but very effective in putting people at ease and increasing confidence in their care. One of the NAs in a further visit to get the bandage removed at the dressing clinic did this (as well as a nurse who had just come on shift in ED on the first visit) but other than that we much have interacted with about 7 other members of staff who did not. When you are stressed and worried about your child you don't really think to ask each person who they are and what their job title is.

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Response from Leicester Royal Infirmary

Dear Louise Thank you for your feedback, this is really helpful and constructive. Firstly, we are pleased that you were quite happy with the care and treatment your son received. Plans are in place for a new A&E – including childrens A&E – at the Royal. So the problems with the reception area you rightly mention will be no more. Children’s A&E can get busy which can have an impact on communication, but ensuring visitors are clear about what is happening is very important and one of our values. This is an area we are looking to improve and appreciate you taking the time to highlight this. The #hellomynameis campaign would work really well in Children’s A&E. Two of the consultants there are heavily involved in an annual awareness day called NHS Change Day. In a nutshell, NHS Change Day encourages all staff and patients to make a small change that will improve the NHS for the better. The #hellomynameis campaign is just the sort of thing and certainly something that Childrens A&E will explore further. Your feedback has been passed on to the consultants, who welcomed your comments. Further details about NHS Change Day can be found here: http://www.leicestershospitals.nhs.uk/aboutus/our-news/nhschangeday/ Pain relief for your son would understandably be a concern. Without knowing the details it’s tricky to comment further, but we would be very happy to investigate if you would like us to. Please email communications@uhl-tr.nhs.uk with as much information as you can, including your son’s name, address and date of birth. You can also use this email address to follow-up your #hellomynameis suggestion. Thank you again for feedback Kind regards, Communications Team Leicester’s Hospitals

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