"The Childrens A&E was well decorated to..."

About: Queen's Medical Centre

What I liked

The Childrens A&E was well decorated to amuse and interest children and give us somthing to chat to my grandson about.

What could be improved

The waiting area was crowded with children all sitting very close together when we visited in the evening, some coughing, sneezing etc - I would like to think that the child you take there for one thing would be protected from catching another illness - but this was not to be on our visit - as we all developed the Norovirus within 48 hours of visiting the Hospital !

The Triage Nurse was most unpleasant - not child friendly at all and was trying to rush our 22 month old child on to the adult weighing chair - he was petrified and screaming. The nurse then asked in an uppity manner if he had behavoir problems ! The doctor then asked if my grandson was reading and writing Ok ! we were taken aback to say the least for a 22 month old baby ! - but somehow failed to say anything at the time ! Later the Doctor explained that they thought he was 3- 4years old ! because he was so tall and had big feet !!!! - Had they not read his notes before thay started to treat him ?

I would also like to point out that there were used dressings under the treament couch on the floor that had not been cleaned away.

Anything else?

After we had been there for 4 hours we asked if there was anywhere to get a drink for my grandson and were told to use the tap in the kitchen - I declined after looking at the kitchen and sent out for bottled drinks.

Hygiene and caring staff should in my opinion be an A1 priority in childrens A&E - but sadly felt both to be very lacking.

Perhaps staff should remember to 'treat others as you would wish to be treated yourself'

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Responses

Response from Queen's Medical Centre

Thank you for taking the time to send us your feedback about our hospital.

I am sorry to hear of your experience in our Emergency Department.

Feedback from patients and staff as part of our hospital-wide change programme is already helping to bring about positive changes for patients who are cared for at our hospitals. This includes changes taking place in the Emergency Department currently to the layout of the Children’s area which will help us to address your concerns regarding the waiting area and the close proximity of patients and families.

All the nurses in the department are specially trained paediatric nurses and I am very concerned to hear that you felt the triage nurse was unpleasant and not child friendly. In the absence of additional information presently, I am unable to determine which nurse was involved in the care of your grandson. However, please be reassured that your comments have been shared with all staff in the department. In addition, we have recently introduced mandatory values and behaviours training for our staff. Over the coming months all staff in the Emergency Department will attend this training.

Improving patient safety is undoubtedly our top priority and therefore your comments about hygiene and standards of cleanliness are most concerning.

We would welcome the opportunity to talk to you directly about the concerns you have raised so we can look into them in greater detail. Should you wish to do so, please get in touch with us on 0800 183 0204.

I hope your grandson has now made a full recovery.

Charge Nurse

Children’s Emergency Department

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