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like being in a third world country

Story from nhs.uk

"like being in a third world country"

About: Royal Blackburn Hospital

So where do I begin! On arriving at the hospital with my daughter of two years old who I was told by 111 needed to be seen within the hour, I was greeted by a sour faced receptionist who's first and only words where girl or boy? I said girl and next was and D.O.B, no customer service skills in sight I proceeded into the paediatric a and e to be greeted with what looked like a hospital in the middle of a war zone so many patients and 1 nurse I sight! (this nurse was the only good thing about the experience very caring and pleasant to deal with) no seats where available so me and my 6 and 2 year old sat on the floor in the corridor and waited it out after 1 and a half hours, we were seen by triage who I discussed my concern over 111 saying you need her seen too within the hour. she explained that they were so busy and only one doctor is on duty!! After waiting another hour and half with two children sat on the floor I decided they would be better at home till the morning! It isn't the staffs fault but management should seriously be investigated because something is definatly not right

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Responses

Response from Royal Blackburn Hospital 9 years ago
Royal Blackburn Hospital

Submitted on 15/12/2014 at 09:32
Published on nhs.uk on 16/12/2014 at 00:00

Dear Mr Dullenty Many thanks for your feedback on your experience of our Children's Emergency Department, and thank-you for taking the time to do so. I will make sure your concerns are passed onto the team. I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care- even when the wards and departments are busy. I am pleased to hear that your clinical care was good but appreciate that overall the experience for yourself and your two young children was not. We have recently been experiencing increasing demand for our emergency departments and are working to support both the children's and main emergency areas with staff to meet this; unfortunately though if there is extreme demand it can lead to occasions where the patient experience is not as we would wish- so I can only apologise that this has been the case for you and your children. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. Many thanks again for taking the time to comment and I do hope your daughter is recovering well Wendy Stobbs, Patient Experience Facilitator

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