"a & e visit"

About: Royal Derby Hospital

took my wife to a&e for 1st time ever with suspected broken foot, drop off point a long way from reception. Joined reception queue no info what to do, 2 people on, 1 booking people in the other cutting a4 sheets of paper into smaller sheets. Advised to wait sat down round the corner and theres a notice explaining procedure.

6 ambulance crew at the friends cafe laughing & joking 3 ambulances stood idle.

After just a few minutes called through not for treatment but triage- advised to wait.

Called through for next dept lots of staff walking about.

On to x ray dept sat down to wait where i noticed an old lady in some distress crying out to everyone in uniform passing by but being ignored.

Back to a&e where a cleaner & i assume a supervisor started work, i noticed the corners werent done & looked like they hadnt been done for a while. The two walked off leaving the equipment ouside the door that staff seemed to be regularly using & a nurse moved it. Assistance and advice from nursing staff couldnt be better

X ray done but no one available to sort it so got to return monday.

Back to reception where the cleaners are discussing the merits of wine gums with staff on the desk..

Returned monday to excellent staff service & help from a volunteer far beyond the call of duty.

Story from NHS Choices

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Response from Royal Derby Hospital

Thank you for your feedback regarding your recent visit with your wife to the Emergency Department (ED) at the Royal Derby Hospital.

The comments you have made regarding ED have been fed back to the Matron of the department, who will share them with the relevant staff on shift at the time of your visit. Your comment that “assistance and advice from nursing staff couldn’t be better” was very pleasing to note.

With regard to your observations of the cleaning service within the emergency department, this information has been passed to the Healthcare Cleaning Manager for review and action.

Cleanliness audits are undertaken on a weekly basis for this area and recent results show good standards being achieved; however following your feedback, the manager completing the checks will pay particular attention to floor edges and corners.

Supervisors make regular visits to the department to liaise with the nursing teams and healthcare cleaning staff to ensure that they are working effectively. Nursing colleagues are encouraged to raise any concerns they may note with regards to the work of the cleaning teams and this will be acted upon as necessary.

Kind Regards, The Patient Advice & Liaison Team (PALS)

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