"A and e"

About: Royal Preston Hospital

I visited a and e as advised following a discussion with the audiology department due to acuteb and sudden onset of deafness following a severe ear and chest infection treated by my gp the admin staff were very helpful on arrival ! I was seen in triage by a staff nurse who did not introduce herself carried out basic i ins and took a brief history then sat for 2 hours in the dept waiting to be seen . I was seen by a doctor, my son who was with me noted their name as they also failed to introduce themselves. I was tod how busy the department is and that my problem really wasn't an emergency however my ears were checked and an appt given for me to visit ward 3 the next day ! I can understand how nusy a and e can be but to me it's very isolating being deaf at the best of times however I was made to feel uncomfortable and embarrassed and felt that the doctor was saying I had wasted their time ! I have worked for the nhs since 1979 and following my experience am not surprised the nhs is sadly going to the dogs

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to provide your feedback. I'm so sorry to hear that the standard of care and communication you experienced fell below that which we would hope to provide to all our patients. We do appreciate the importance of effective communication and are working with staff to try to enhance the standard of communication at every patient/carer interaction.

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Response from Royal Preston Hospital

Thank you for taking the time to provide your feedback. We were sorry to hear of your experience and of the fact that you were made to feel uncomfortable by some members of staff. Please be assured that your comments have been forwarded to senior staff in the Emergency Department to enable them to be shared with staff in the department for the purpose of reflection.

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