"Admitted to A&E then seen by a cardiologist"

About: Tameside General Hospital

I was sent to A&E by my GP. I have to say that the care I received from the triage nurse, the nurses and doctors in A&E, the nurses and doctors on the ward that I was admitted too was really great. They were kind and caring and made me feel like I was in good hands. The ward I was initially admitted too was extremely busy but the nurse kept apologising that the nurse had not had time to admit me. The nurse was busy with other patients who needed more care than I did so this was completely understandable. When things calmed down they came to speak with me and sorted out all the paperwork and monitoring that I needed. The only complaint I have is towards the reception staff in A&E who failed to acknowledge me when I first arrived, disorientated and nervous as I have never had to go to hospital before. There are three windows and it is impossible to stand in a place that you can be seen by all three so I hovered where I could be seen by two of them. Not once did they acknowledge that I was there. I appreciate that they were busy but it takes no time at all to look up and smile at someone and even to mouth -be with you shortly. I have no issue in waiting and I appreciate that people are busy. When they did speak with me they were not particularly friendly and I felt like I was wasting time being there even though I had not come of my own volition but had been sent by my GP. I think your reception staff need extra training on caring for people in shock who might be disorientated that they are in A&E at all.

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Responses

Response from Lindsay Stewart, Deputy Director of Nursing, Tameside and Glossop Integrated Care NHS Foundation Trust

Thank you very much for feeding back to us your experiences of a recent visit to the Emergency Department at Tameside Hospital and the Medical Ward you were admitted to.

Firstly, may I say that your description of events is extremely useful to us? You take the time and trouble to tell us where things went right for you – and this is very much welcomed by staff, and then you describe in an entirely reasonable yet gentle way where we failed you.

We are currently planning for our staff to undertake a refresher training course in addition to our mandatory staff induction which does includes ‘customer focused’ training and this letter will be used (anonymously) within the training session as an example of how a hospital that can and does do its best for people can be let down by the quality of simple, basic, but hugely important ‘first’ experiences.

Thank you again

John Goodenough

Director of Nursing

‘’Would you like to help the hospital to improve its services further? We are currently looking for patients and carers to become involved in a development called “Patient Stories”. We want to know more about our services from the point of view of those who received them – what was good, bad, what could be improved, what should be changed. Want to know more about what’s involved? Please contact John Goodenough, Director of Nursing at

john.goodenough@tgh.nhs.uk

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