"Thank you to A&E Department, Pilgrim Hospital"

About: Pilgrim Hospital / Accident and emergency

(as the patient),

I was so well looked after during my recent admission to Pilgrim A&E Department. You hear so many bad stories about waiting times and care, and during my time in the department, I heard people complaining about how long they had been there etc, but what they forget is that each and every member of staff there is working to their best ability in very difficult circumstances.

The department was so busy, there were no bays left and paramedics had patients lined up on trolleys waiting for handover, despite these extremely busy times and pressures, every member of staff still did their best to make sure that each and every patient was looked after respectfully.

I was put on a trolley straight from triage, unfortunately there were no free bays, so I was parked in the corridor. Despite this I wasn't forgotten, every time a member of staff passed me, they would ask if there was anything I needed. Even the admin staff took their time to check I was ok and made time to speak to me, seeing that I was in distress from the pain.

I was taken to Radiology by lovely porters who chatted to me on the way, they were then there within minutes of me coming out of x-ray to take me back to the department. Upon my return to the department, I was again put in the corridor, but again I was looked after, they explained that as soon as a bay became free, then I would be put in a bay. I was offered pain relief when a nurse who passed me saw that I was in distress.

Eventually I was wheeled into a bay, I was given privacy and after a short while the doctor came to see me. He explained my x-ray results to me and went through the cause of the pain. He then offered me support when I became emotional and asked if there was anything he could do to help me at all with my current situation. He explained the next course of action, what I needed to do, what he would do and also what to look for by way of my condition worsening. He made sure that the pain relief he gave me had taken effect and that I understood what would happen next before walking me to the doors.

I have never felt such care and consideration by such a wonderful team, and I would happily recommend Pilgrim A&E to friends and family, I couldn't have asked for better care and I feel that the immense pressures they were all under was calmly and professionally taken care of and they never faltered. Thank you to all staff.

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Response from United Lincolnshire Hospitals NHS Trust

Dear Me1983,

Thank you for your comments about your time in the Emergency Department at Pilgrim Hospital. I’m glad that we were able to support you during your visit.

I’m also grateful for your insight and understanding – the department does become extremely busy at times and it can be a massive challenge to accommodate everyone who needs our services – thank you for recognising and understanding this.

Yours sincerely,

Lynda Stockwell, Head of Nursing

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