"A&E Experience"

About: Victoria Hospital / Accident & Emergency Victoria Hospital / General Surgery

(as the patient),

I was admitted as an emergency recently in the evening which required surgery and was discharged four days later. My whole experience of being in the Victoria hospital from the time I saw a Dr in A&E, moved to AU2 and then from theatre on to ward 41 was excellent and I could not fault the care I received.

This was spoiled however by my initial experience in A&E. On arrival at 3. 50pm there were two other patients in the waiting area. I approached the reception desk where I was left to stand for over 5 minutes despite being the only person waiting. Two receptionists were at their desks and made no attempt to say that they would help me shortly. After being clerked in I then went to wait to be seen by the nurse. It then took a further hour for the two other patients to be seen by which time the department had become quite busy. A person who arrived some time after me was then seen and whilst I appreciate this is appropriate if the person was very unwell, the person was sent home by the nurse. By this time I had become increasingly unwell and felt faint. After approaching the reception again to ask how long it would take to be seen I was finally taken through by the nurse where my observations showed I had an extremely low blood pressure. From there the nurse quickly transferred me through to be seen by a Doctor where my care was then excellent.

Overall I feel that the attitude of reception staff in A&E let things down. I appreciate people will attend with things not suitable for A&E treatment but as someone who works is healthcare myself I certainly was not one of them. I also feel that the triage system is somewhat flawed. I believed it was meant for the most ill patients to be seen first but from my experience this does not happen.

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Responses

Response from Louise Ewing, Patient Relations Manager, NHS Fife

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Dear Lsp

Thank you for taking the time to tell us about your recent hosptial stay. It was good to hear your positive comments relating to your stay but somewhat disappointing to hear how your experience was let down by the intial reception and triage process. I will make sure I feed this back to the appropriate staff and ask if they wish to make any comment.

I hope you are now making a speedy recovery

Regards

Louise Ewing

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Response from Louise Ewing, Patient Relations Manager, NHS Fife We have made a change

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Dear Lsp

I received a response from the Manager, Mrs G Watt, which I thought it would be helpful to share with you. She asked me to pass on her sincere apologies to you and confirms having sent the link to your story to all of our reception staff. Along with the link she has sent a covering e-mail asking them to ensure that patients are acknowledged and reminding them of the need for good customer care at all times.

The Manager wanted to assure you of the action taken to try to ensure this does not happen again. She also asked me to thank you for taking the time to tell us about this as it helps us to provide a better service.

Thanks again

Louise Ewing

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