"A & e nightmare with son"

About: Countess Of Chester Hospital

I took my nine year old son to a & e this afternoon with an injury to the surface of his eye on the advice of my GP who said it needed looking at to check for any damage as there was a bleed within the white of his eye. After waiting for over three hours with an increasingly distressed child I gave up and went home with the problem unresolved. My main gripe is poor communication. I was told on three occasions he was next - he wasn't . I watched numerous people come and go who had arrived after us. In the end I lost faith that he was ever going to be called and left. I understand the need to triage patients but t's a poor state of affairs that leaves a child waiting this long with an eye injury with poor communication about when he might be seen. V disappointed with my experience of a & e.

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Response from Countess Of Chester Hospital

Dear Sir/Madam, We are sorry to learn of your poor experience in the Emergency Department. We take all patient feedback very seriously and therefore we would like to use your comments to see what has happened on this occasion. Please be assured that your comments wil be shared with staff in our Emergency Department and Ophthalmology Department. It would be helpful if you could contact the PALs Department on Freephone 0800 195 1241 and select the option listed or email cochpals@nhs.net to give us more information about your concerns. This will also give us the opportunity to feedback to you personally regarding your concerns, including any changes that have been made as a result of your comments. The Patient Experience Team

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