"Good job Stephannie Woosey was there!!"

About: Chorley & South Ribble Hospital

Instructed to attend A&E by Euxton primary care following infectiion setting in on ear piercings received 5 days earlier. My 16 yr old daughter had an ear 3 times its size. The primary care Dr prescribed antibiotics but insisted we visit A&E as they would be able to remove earnings, they would have equipment and would know what to do he said. Having left home at 5.30 we finally saw A&E Dr at 9.30. "Why are you here?I have no piercings, I have no idea what to do" was his response. But to be fair he was right! He had absolutely no idea at all, not even as to how to address a patient! He was in and out with bits and pieces looking vacant and down his nose at us. On his 3rd exit we decided to go home and deal with the situation ourselves. My daughter's ear had swollen further while we were waiting and his messing was just making it worse. I had no faith in him whatsoever and my daughter was terrified and in a huge amount of pain. We were tired, hungry, weary and felt we were getting no where fast. I opened the door of the treatment room to leave and told a nurse we were going. It was Stephannie Woosey and she was a gift from god!!!! Kindness and understanding personified, she totally took control of the situation. She had every one of the patient skills that the doctor was lacking, in bucket loads. She too had no piercings and was initially unsure what exactly to do but within minutes the situation was under control and we simply knew that this lady was going to help us and things would be fine. Within a further few minutes the earings were out and at last we were on our way home. Ours was a minor event really but I have every confidence that this fantastically capable nurse would have been a godsend in any situation. If this nurse was the only person we had seen during our visit to A&E it would have been 5 stars for everything. As for the Dr, he may have been a very clever man (though we have no evidence of this) but he did not inspire me in any way that he cared, wanted to help or knew what he was doing. So thank you Stephannie Woosey you do a wonderful job and you are my daughter's hero, I am sure she will remember your kindness and hug for a lifetime, I definitely will. I hope whoever is reading this will ensure that this message gets passed to the right people and of course Ms Woosey who is everything our NHS needs.

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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 tell us of your daughter's experience. Whilst we were pleased to hear of the high standard of care she received from Stephanie, we were also extremely disappointed to hear that the care and communication afforded by one of our doctors fell short of the standard we would hope to provide. Please be assured that your comments have been forwarded to senior medical and nursing staff in the Emergency Department to enable your kind feedback to be shared with Stephanie and for the doctor concerned to be able to reflect on your feedback.

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Response from Chorley & South Ribble Hospital

Thank you for taking the time to tell us of your daughter's experience. Whilst it was extremely pleasing to hear that the care provided by Stephanie was of the standard we would hope all our staff aspire to provide, we were also disappointed to hear of the stanbdard of care and communication provided by a member of our medical staff. Please be assured that your comments have been shared with the Matron and Clinical Director for the Emergency Department o enable your positive feedback to be shared with Staphanie and to enable the doctor concerned to reflect on the comments you provided.

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