About: Stepping Hill Hospital

After ringing 111 service they advised to go to A & E, I saw triage nurse within 20 mins the nurse told me there was a long wait & I'd be seen quicker by Mastercall & to get directions from Reception. I did this only to find that Mastercall needed info from A & E of my arrival which they never received, I then went down the priority list, people coming in after me were seen first. Mastercall couldn't sort problem out.

I went home phoned 111 again Dr was sent to my home, ended up in an ambulance back at Stepping Hill who finally sorted me out at 1am, they let me leave at 2pm next day. All this could/should have been avoided if the Triage nurse had dealt with me efficiently and knew the limitations of the Mastercall facility.

I needed a hospital procedure.

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Response from Stepping Hill Hospital

I am sorry to hear of your experience and have forwarded your feedback to the Accident and Emergency Department Matron.

Our triage staff are aware of the facility offered by Mastercall and when the Department is busy, patients may be referred there if appropriate.

I sincerely apologise that information was not sent to Mastercall to enable you to be seen by them. The Matron is going to speak to the triage staff to reiterate the process.

If you would like to discuss your experience with me further to enable me to investigate your specific case, please do not hesitate to contact me on 0161 419 4353.

Kind regards

Patient and Customer Services Manager

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