"Information screen in A&E"

About: Rotherham Hospital / Accident and emergency

(as a friend),

I recently visited A&E and viewed the large information screen, along the bottom of which was the message - watch this screen for information on waiting times. The information screen showed lots of info including health messages, about the hospital info and even private ads for companies selling products. It showed information about why waiting might be lengthy but at no time did it show any info about waiting times. I have attended other A&E departments in other hospitals where messages are displayed to the effect that the average waiting time is currently "x" hours, minutes, etc. The point of my story is that it is very frustrating to be shown a message relating to one of the most important thing patients want to know, how long they are likely to be waiting and then for the information not to be delivered. Can I suggest that either this is modified or that the scrolling promise at the bottom of the screen is removed?

Just 2 other points, the leaflet dispenser next to the screen was empty and one of the messages said that patients would be told how long they would have to wait but no one at reception gave this advice. The impression is one of promising customer care but not delivering it on the ground. It is obvious that A&E can be a very busy and stressful environment but a little more thought and care for customer information as promised by the Trust's glossy image would go a long way to helping everyone.

I hope that this story will help the Trust improve its customer services.

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Responses

Response from Claire McInnes, PALS Co-ordinator, Rotherham NHS Foundation Trust

Thank you for taking the time to post your comments on this website and I am sorry to read of your concerns regarding the Information Screen in the Accident and Emergency department.

I have passed your comments to Matron for the Accident and Emergency department and she has advised that the Information Screen was installed in the department on Friday 13 March. Staff are therefore currently receiving training on how the information is updated.

Matron has also advised that a triage nurse is based in the minors area of A&E between 8.00 and 20.30 seven days a week and should now hand out the leaflets and provide information on the current estimated waiting time.

Thank you once again for your post.

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