"Receptionist was nothing short of a god in..."

About: Trafford General Hospital

Today I had two experiences. One being the most agonising pain ive ever been in following a surgery, and the second; an ultimately amazing member of staff who went above and beyond to ensure I was looked after. I didn't even catch her name because of the pain I was in but Id love to thank her. I presented to the walk-in clinic rather than the Urgent Care Unit, as I wasn't sure how serious my pain was, and given that Id been to A&E elsewhere before and felt totally ignored, I didn't want to waste anyone's time. A polite receptionist checked me in and explained there is a minimum two hour wait, and then asked me to take a seat in a rather busy waiting room. Needless to say, I was in a lot of pain, and couldn't bear sitting in the waiting room as I don't particularly like busy places. So I stood just outside the main entrance holding my stomach and barely able to stand up. Not long had passed and the receptionist had come out of the building to check that I was okay, and politely asked me to come inside. After I apologised and explained im not keen on busy public places, she was totally understanding and told me not to be sorry. As I sat inside my pain continued to get worse. By this point I rember being curled over with my head in my arms; shaking and sweating. Again she came to me offering me a drink of water, and said that she would try and get a doctor to see me sooner (despite being told there was a 2 hour wait). Amazingly, she had me in with a doctor just moments after she'd brought me a cup of water. Id like to say a genuine thank you to the receptionist, because I really could've been left there to sit in agony, as I have been previously in other departments. She didn't need to go out of her way to see that I was looked at, but I'm really glad and appreciative that she did. The doctor was more than fantastic also, he explained exactly what he thought had gone wrong in the surgery and what my pain was (after consulting some surgeons). Ive never been more impressed with a doctor and I remember telling him so, even in all my pain. He organised scans to properly get to the bottom of my pain, and prescribed plenty of strong painkillers to help ease my suffering. Now that I'm home, heavily sedated and feeling a million times more comfortable than I was before, I had to write this whilst it was all still fresh in my mind. Thank you to the receptionist and doctor who saw me last night. I wish I had names to share. Im certainly going to be passing on a message to the reception to make sure she knows I appreciate her efforts, because I didn't properly thank her before I left.

Story from NHS Choices

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your comments posted on the NHS Choices and Patient Opinion websites regarding your care in the Walk-in Centre at Trafford General Hospital. It was very kind of you to write and compliment the service, as it is good to receive positive feedback that reflects the hard work and dedication of our staff. It was reassuring to hear that you found the staff to be understanding, polite and efficient in ensuring you were seen as soon as possible given your level of pain and distress. I can assure you that we have passed on your thoughts to the staff involved.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust