"Disappointed"

About: Grantham & District Hospital

We called 111 and were advised to go to a&e "tell them you have an ooh appointment." Waited 25minutes at reception where there was a queue of people. Eventually, an individual with one leg in a cast phoned the building we were in to ask if anybody was coming to reception. The phrase "what if someone was dying" was used. Finally a nurse arrived to exclaim that there was no receptionist tonight. We were then told to go through to ooh reception (10minutes later than appointment) where a receptionist and the doctor were readily available - if only we had know to go there in the first instance. In fact, the doctor had been in a and e waiting room watching the big debate whilst I was in the reception queue. Anyway, when we were seen straight away on arrival at ooh dept I can't fault it. But to have nobody on the front reception in an a and e dept is, to me, completely unacceptable. Did I mention there was a button to ring for assistance but because the bell was placed at the front reception, nobody on the other side could hear it?

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Responses

Response from United Lincolnshire Hospitals NHS Trust

Dear Anon

We do not have 24 hour reception cover at A&E in Grantham. This will of course be rectified when we have a single front door and/or main reception to the hospital. Unfortunately Nursing staff are not available to sit at reception to man the desk and therefore during later periods there are delays.

I apologise that you were given incorrect information to present to A&E when indeed you had an appointment with OOH as that has cause unnecessary delay. I would also like to apologise for the delay waiting at A&E reception. We have since this complaint recruited more staff to be able to pick up shifts for unplanned sickness.

Teresa Shepherd

Sister

Accident and Emergency Department Grantham