"I visited the A & E department ..."

About: Friarage Hospital Site

(as the patient),

What could be improved

I visited the A & E department on Sunday evening 8pm- a number of patients where already waiting. By 11pm, 2 small children had been taken for x-rays but no body else had been seen - I totally appreciate staff shortages and totally agree with prioritising patience’s, but what we didn’t get was any communication. One man clearly in distress, with blood pouring profusely out of his mouth, was just told to sit down!! Nothing about when he would be seen! - When another man said he was going home, and wanted to comment that he thought it would be a good idea that there was communication between the staff and people waiting, regarding how long they could wait, the staff didn’t want to listen, they went on the defensive and talked about prioritising, which we totally agree with, but it shouldn’t stop the non priority patience’s being spoken to and advised what’s happening -

Anything else?

This to me demonstrates pure lack of good management skills, & ensuring your staffs communicates is a basic skill - but totally lacking in the A & E staff at Northallerton

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Response from Friarage Hospital Site

Dear Jo,

I am extremely sorry there was clearly a lack of communication with patients waiting to be seen in the Accident and Emergency Department. Regrettably, your comments do not demonstrate a good reflection on the management of the department, on the Sunday evening of your attendance.

Communication skills are of paramount importance and your feedback will be directed to the Accident and Emergency team, for immediate discussions.

Many thanks for your invaluable comments, and if you would like to discuss this further, please contact the Patient Advice & Liaison Service on the freephone number 0800 0282451.

Kind Regards

Rachel Gaffney (Ms)

Head of Patient Relations

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