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Inefficiency

Story from nhs.uk

"Inefficiency"

About: The Royal Victoria Infirmary

Took my daughter to A&E on Tuesday 1st July with a suspected broken wrist. Slow, painful, laborious wait. No air-con. Endless screaming babies. It took 4.5 hrs before we were able to go home - whilst all the time staff seen chatting merrily at the desk. No sense of urgency detected. Why does it take 1 nurse to weigh you, then another 45 min wait before another nurse tells you what you already know - that you need an x-ray. Our nurse was very personable and sweet but couldn't give us proper directions to the Plaster Room - no map available? The following day endured the Fracture Clinic. Our appointment was for 9.55am. Eventually seen at 11.20am. Unacceptable delay. Saw very personable registrar - no apology or explanation for the delay offered. He then took all of 3 minutes to describe the injury and sent us off to the plaster room again. Are cases in the Fracture Clinic triaged? Easy cases such as ours put in 1 category and the more severe / cases of elderly patients in another makes sense to someone who works outside the NHS. Why offer such precise appointments such as 9.55am when you have no intention of honouring them? "Morning clinic - expect to still be there at lunchtime" would be much more realistic.

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Responses

Response from The Royal Victoria Infirmary 9 years ago
The Royal Victoria Infirmary

Submitted on 21/07/2014 at 10:43
Published on nhs.uk on 22/07/2014 at 04:00

Thank you for taking the time to post your comments on NHS Choices about your recent visit to the RVI with your daughter. We are sorry to hear that the experience of attending the Paediatric Emergency Department did not meet the standard that we aim to achieve. When children attend the department, they are first seen by a staff nurse who will take their weight and other details before they see a nurse practitioner. The nurse practitioner has completed additional training in order to assess, examine, diagnose and treat patients and this nurse will arrange x-rays etc. We would wish to apologise if it seemed that you were waiting unnecessarily to be seen. We can confirm that the department does have air conditioning and it has been working without any problems to the knowledge of the staff, We are sorry if you felt that it was inadequate on the occasion of your visit. Once again, can we apologise that the nurse was unable to provide clear directions to the Plaster Room. In light of your comments we are going to produce written instructions with directions to the room which can be given to patients. With regard to your comment about the noise level in the department, unfortunately children & babies who come to the department can often be distressed. While every effort is made by the parents and staff to console them, on occasions this is difficult especially when babies are frightened, in pain, unwell and in a strange environment. With regards to your experience the following day in our Fracture Clinic. We are very sorry that you had such a long wait for treatment. Feedback such as yours is used to ensure that the service provided is in line with patient and public expectations and to highlight occasions, such as this one, when we were unable to meet those expectations. Your suggestions will be fully discussed within the department and, where possible changes will be made to improve the patient experience. Thank you once again for your feedback. If you would like to discuss any issues in more detail, please do not hesitate to contact a member of the Patient Relations Team on 0191 223 1382.

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