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pointless and unhelpful

Story from nhs.uk

"pointless and unhelpful"

About: Altrincham General Hospital

What could be improved

I live 10 miles from this centre. I looked it up on the internet, it was the closest recommended to me and it said that the opening hours were 8 til 8.

It is not signposted from the town centre or roads we came in on so we drove round the town centre and had to ask two lots of people for directions. I got there at 7.35pm. There was one person waiting, I assume others were being seen. I was told it was closed as otherwise they 'would be there all night'.

I suggest that if staff are not prepared to stay beyond 8pm then the advertised opening hours should be amended to prevent people thinking there is a service when clearly there is not.

I arrived home just before 8pm ie before it was meant to close...

Anything else?

I am happy for you to publish my comments but not my name or contact details

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Responses

Response from Altrincham General Hospital 12 years ago
Altrincham General Hospital

Submitted on 27/09/2011 at 11:43
Published on nhs.uk on 02/02/2016 at 22:39

Thank you for your comments regarding your attendance at the Minor Injuries Unit (MIU), and we are sorry that your experience was a negative one.

Every day at the MIU is different, and the demand upon service can change quickly.

Nurses are on duty at the MIU until 20:30, and as you mention, the Unit Closes at 20:00, however as that time approaches, there will be patients in the cubicles, plus patients in x-ray or plastering, suturing or being treated in other ways.

This means that the nursing staff have to estimate time and work load. If there are occasions where we have to consider stopping any new patients booking in at the Unit, as may have happened in your case, then the receptionist is informed.

The nursing staff ask reception staff to liaise with them so that nursing staff can speak to any new patients arriving after that decision has been taken.

As it is unclear who made the comment to you that they ‘would be there all night’, all members of reception staff have been reminded of this procedure as outlined above, and we trust this will be acceptable to you.

Thank you again for taking the time to post your comments.

If you would like more specific feedback, please do not hesitate to contact our Patient Experience Department (E-mail: pals@trafford.nhs.uk or Tel: 0161 746 2019) who will be happy to assist in this regard.

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