"Extremely poor."

About: Manor Hospital

What I liked

Reception staff polite, courteous. Was seen within 20mins so not an excessive wait. Environment looked not very clean, was freezing cold due to doors being wide open. Was seen by someone in A&E, wasnt informed by this person who he was, ie doctor, consultant, door was left wide open to the roon where I was being seen, not happy about that. Nurse drinking a soft drink from a litre bottle right infront of me whilst I was being seen, not professional and seems as though she wasnt bothered about me, the patient.

The doctor who examined me didnt give proper explanation about my injury to my heel, what it was, what could have caused. Just said it can come back again. I had to ask what he meant by medical terms he used. No options of treatment or care were given until I asked what I should do to help heal my injury. Appeared to just want to hurry it up and get it over with. Left feeling very annoyed and in a lot discomfort due to my injury and no idea what I should do to help heal it in the long term. 6-weeks on I am still experiencing the same problems with my heel injury even though I have tried to rest it.

What could be improved

Warm and clean waiting room.

Private consultation/treatment area i.e. door closed so peole walking past or sitting nearby couldnt overhear.

Know who I was being by - job title - i.e. doctor, consultant, specialist etc.

Full explanation of my injury, what couldve caused it this time around, explanation of any medial terms in everyday language.

Possible treatment options open to me.

How I should care for my injury to help it heal or anyhting I could help to support it's recovering.

What to do if it doesnt heal.

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Responses

Response from Manor Hospital

Thank you for posting your feedback. I am disappointed by your recent experience during your visit to our accident and emergency department and I’m grateful that you have taken the time to tell us about it. I’d like to reassure you that the cleanliness of the department is continually monitored throughout the day, with the reception and See and Treat areas being thoroughly cleaned every morning and there is domestic support between 7:00 and midnight everyday. Unfortunately, the doors to the waiting room are in constant use and do remain open and during the summer months the hot air unit above the door is normally switched off, which may be why it felt cool to you.

All staff are expected to introduce themselves properly before examining patients and the clinical staff within the department have been reminded of this following your feedback. The nursing staff have been reminded that they should not be drinking in the consultation areas and have also been asked to ensure the consulting room doors are closed for patient consultations.

With regards to your medical care, I am keen to look into this further for you and discuss any concerns you may have. I would ask that you contact our Patient Advice and Liaison Service (PALS) on 01922 656463 or telephone the accident and emergency department directly on 01922 657017 to speak to us further.

Best Regards

Denise Fraser

Matron for A&E and AMU

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