"very satisfied with clinical care"

About: The Royal Victoria Infirmary

What I liked

The nurse that saw me and cleaned my wound was extremely professional and kept me informed of what he was doing. He was very informative about the potential injury and the likely next steps. He was also calm and reassuring - could not be faulted. The clerical / reception staff were somewhat less attentive, but overwhelming impression of clinical care was excellent.

What could be improved

the reception could have been manned, and / or the nearby A&E reception could have called MIU receptionist rather than asking me to wait fro triage nurse who was not interested and directed me back to MIU. Not very "joined up"

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Responses

Response from The Royal Victoria Infirmary

Thank you for taking the time to feedback on our service. While we are pleased that you found the clinical care you received to be very good we are sorry to hear that your experience of certain aspects of our service was not up to the standard you expected.

With respect to the receptionists the desk of the Minor Injuries Unit is staffed between 8:00am and 8.30pm, which are the times between which patients can book in. Occasionally the receptionist may need to leave the desk to retrieve patient notes or perform some other administrative task but they should not be absent for very long. They are also encouraged to let one of the clinical team know where they have gone.

The triage nurse has a very busy role, quite literally trying to see every one of the patients that comes through the door, and by necessity this is a brief interaction. However, we would hate to think that we were seen as disinterested as our patients are the very people we are here to serve.

We will feedback to the relevant staff members, both good and not so good comments, but it is difficult with comments posted without names or dates to be sure who they are. You are very welcome to contact the Patient Advice and Liaison Service, on freephone 0800 032 02 or the Patient Relations Manager on 0191 233 6161 if you want us to look into your concerns.

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