"Terrible experience"

About: Furness General Hospital

What could be improved

My 9 year daughter had her finger accidently trapped in a fully closed door by her dad. The wound looked very bad and she was in a great deal of pain. I took her straight to the hospital - accident and emergency. She was booked in and we were told to take a sat in the waiting area which we did. Due to the amount of pain ahe was in she was crying and sobbing. Although the department was quiet it took over an hour for her to be seen my the triage nurse and given some pain medication. During this time many people came and went to the A&E department including down to xray and back again and sent home. Three individual people, all of whom adults in little or no pain, all said how bad they felt that had be seen and subsequently send home while she sat there sobbing. I have no problem with waiting and understand that other people may have had more serioius compaints but I had given her no painkillers at home and would expect a child to be seen by a triage nurse much sooner, given some pain medication and then asked to wait. I am completely disgusted with how we long she had to wait to even be assessed and she is very upset by the whole incident.TriageAccidentsPainkillersWoundsNoise levelsOpening hoursWaiting AreasAccident and emergencyX-ray

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Responses

Response from Furness General Hospital

Thank you for bringing this matter to our attention which has been fed back to the department managers who, in turn, have been back in touch with us and would like to reassure you that they do have measures in place as follows:

• We aim to triage within 15 minutes of arrival and we do achieve this majority of the time

• Reception inform patients of waiting times on arrival

• Our reception staff do alert us to patients in distress /issues

• Triage nurses allocated on each shift/ they inform patients of wait

• We have written notice board in waiting room of patient information which could answer some of the reasons for wait/especially why other patients may get seen before others.

• We are happy for patients/parent to revisit reception

• We are happy to listen to any concerns

However on occasion it must be recognised that whilst the department appears to be quiet, this is not a measure of activity as there are often ambulance admissions via another entrance.

We would like to take this opportunity to apologise to you and your daughter following your visit to A&E. We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This enables us to continually improve the services we offer and the experience our patients have whilst in our hospitals. If you would like to discuss this matter further please do not hesitate to contact our Customer Care Team on 01539 716621

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