"1st class service once past the receptionist"

Attended the children’s A&E unit in the Richard Desmond Children’s Unit, my first impression was not a good one as the receptionists were cold, unfriendly and did not engage in eye contact. I was left feeling like we were not important, or we were making extra work for them. They also spoke so quietly so it was a struggle to hear what was being said, and the waiting area was quiet at this point. The signs on the two desks are not clear, as we went to the first desk which say's A&E patients, but were quickly moved on to the next one as it wasn't for A&E patients.

Once we went into the A&E waiting room the experience could not be different, the nurses, support staff and consultant were amazing. Everything was explained at each stage and therefore my child cooperated at each stage, he wasn't frightened or anxious in anyway, not even when he had the stingy eye drops in. Clear information was given and a full explanation of the test results and we left feeling very reassured.

Thank you for such good care but some work needs to be done to make anxious parents feel welcome the minute they enter the hospital.