"After the initial contact everything ..."

About: Russells Hall Hospital

(as the patient),

What I liked

After the initial contact everything went well.

What could be improved

I had an unfortunate accident which required a visit to the A & E department in Russells Hall Hospital, I had am Injusry to my head where a metal bar had fallen on me.

I do not live far from the hospital so was dropped off by a friend who was with me at the time of the accident and walked into the reception area where there were about 5 people waiting.

There was no queue and the receptionist was talking on the phone and she was the only member of staff in this area of the department. I approached her to advise of my injury and was told in no uncertain terms "i'm on the phone... wait!" so taken aback I stood back, after about 2 mins the blood from my injury was dripping on the floor and the receptionist was still laughing and joking on the phone.

It took an old Lady to shout to get her attention so I approached again and was told (curtly) to go through the double doors to a member of staff.

I went through the doors and just stood there and after a short period of time was approached by a member of staff who asked what I was doing there like I was an intruder.

After I explianed she then said (about the receptionist) "she can;t just send people through here" she then told me to sit down and said (after I explained the injury), "so you have bumped your head have you, lets take a look then" She then removed the tea towel that was covering the injury and then realised that it was a little more serious than first thought, the towel was saturated with blood.

After this point I was treated very well, and everything went as it should.

Up to this point it was a complete and utter shambles.

Anything else?

Receptionists should not be used to asses paitents and there should be a nurse there at ALL times.

Story from NHS Choices

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Response from Russells Hall Hospital

We are acknowledging receipt of all feedback dating back to 2008, which was before the Trust began responding to all patient comments posted on the NHS Choices website.

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