"figures over patients"

About: The Dudley Group NHS Foundation Trust

(as the patient),

It's obvious on attending why a and e figures are so much better.

After being streamed to gp without a single pertinent question being asked them waited 2 hours to see gp before being referred to surgery.

Then waited several long hours in pain on sau without being seen, having pain relief or assessment.

In all waited over 8 hours from attending without observations, blood tests or diagnostics all of which would have occurred in a and e if appropriately streamed to begin with

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Response from Jackie Dietrich, Communications Manager, Communications and Patient Experience, The Dudley Group NHS Foundation Trust

Thank you for taking the time to give us feedback about your experience of our hospital. We are sorry you were so unimpressed with the service you received during your visit.

On arrival at A&E, all patients are assessed by a Malling Health ‘streaming’ nurse before being directed to the most appropriate place for them to be treated. This can be A&E (which includes both a major and minor injuries area) or the Urgent Care Centre (UCC), run by Malling Health, which treats less serious conditions.

It is quite common for patients to be referred to the Surgical Assessment Unit (SAU) from the UCC and so this referral does not mean you were streamed incorrectly.

All patients that are referred to SAU join the queue on arrival at the unit and are seen in order of arrival and clinical urgency, regardless of whether they have been referred by A&E, the UCC or their GP.

We have passed your comments onto the matron and lead nurse for SAU and have shared your comments with Malling Health who run the UCC.

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Update posted by upset and angry (the patient)

Actually as an a and e nurse of many years I can tell you that the streaming was inappropriate and no red flag or pertinent questions were asked

SAU was the right place just after diagnostics, tests and analgesia, none of which happened for over 8 hours leaving no analgesia given or ability to effectively work out a plan or diagnosis

As for urgency how could that be worked out when no assessment has been effectively done or diagnostics completed.

Your response may appease someone who does not work in healthcare but falls very short with someone who does

Response from The Dudley Group NHS Foundation Trust

Thank you for supplying additional feedback about your experience. It is difficult to comment on your specific case without your details and reviewing your medical notes, but if you wished to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 we would happily look into the issues you have raised.

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