"Good diagnosis, poor communications and signage...."

About: Royal Preston Hospital

What could be improved

We attended A&E for children where we were quickly seen by Triage. Unfortunately Triage directed our party to Primary Care but failed to mention the need to hand in our documents to Primary Care reception.

We waited in Primary Care reception, against a background of posters advising against bad language and pressurisation of hospital staff for 2 hours, only to find that Primary Care had no knowledge of us in the system.

We regarded ourselves as having been booked into the system through the Triage process and were not advise to do anything other than proceed to Primary care. No reference was made to the need to book into the Primary care desk. Against the backdrop of warning posters we waited our turn for over 2 hours until it became apparent that cases were not being prioritised.

It was after 21:30 by the time we left the hospital with my 12 year old daughter and feel very frustrated that by being patient (and browbeaten by the posters) we had to wait so long.

Would it be possible for a sign to explain to all patients arriving in Primary Care from Triage, that they must "check in" at the Primary Care reception and that Triage staff must inform all patients of the need to do so.

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