"Well looked after despite challenges"

About: Chorley & South Ribble Hospital

Arrived at Chorley A&E Sun 4/10/15 and again the early hours Mon 5/10 and have to say the nursing and doctor staff were attentive, caring and looked after me well despite me having to return at 4am due to the severe pain in my foot. I'd like my gratitude and thanks to be passed on to the Sister, the Dr and the nurse Monday morning they were amazing, caring and really wanted to help me due to the severity of the pain I was experiencing! Please please pass on my thanks! The private ambulance staff that transferred me to Preston we also brilliant and handled a very unprofessional nurse at Preston well who on three occasions we heard them say protocol had not been followed and I should not be on their ward! I'd like to know how they would feel if this was them or a family member hearing this when your very unwell.

I do have to comment that on both occasions the receptionist at Chorley a&e were very blunt and stony faced with my husband and myself when I was in absolute agony and quite upset, a little care and compassion or smile goes far in times of trauma! I appreciate you deal with a lot of people and we actually saw this but please don't label us all in this manner! I actually fell over outside on my crutches as the receptionist saw this on the camera at 4am they didn't offer help or ask if I was ok just grunted that it was the second time we had been there that night! We wouldn't have gone to a&e had I not been in so much agony.

This note isn't to complain but to ask for my thanks to be passed on to the docs and nurses at Chorley A&E and to hope the receptionists receive some compassion training!

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Responses

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 and for the kind comments you made about the clinical staff who cared for you when you attended the Emergency Department at Chorley Hospital.

I was sorry to hear that your positive experience was somewhat marred by the attitude of some staff members; being caring and compassionate is at the centre of the Trust's values and I am sorry that that was not apparent in your interactions with all staff.

We will be undertaking some communication/customer care training with staff groups throughout the Trust as appropriate. In addition, your comments have been shared with managers in the department concerned.

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Response from Chorley & South Ribble Hospital

Thank you for taking the time to provide your feedback and for the kind comments you made about the clinical staff who cared for you when you attended the Emergency Department at Chorley Hospital. We were very sorry to hear that your positive experience was somewhat marred by the attitude of some staff members; being caring and compassionate is at the centre of the Trust's values and we are sorry that that was not apparent in your interactions with all staff. We will be undertaking some communication/customer care training with staff groups throughout the Trust as appropriate. In addition, your comments have been shared with managers in the department concerned to ensure that both your compliments/thanks and constructive comments are sgared as appropriate.

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