"Sadly let down by the logistical nightmare of no..."

About: The Royal Victoria Infirmary

What could be improved

Lack of porters and wheelchairs

Lack of information about treatment and plans

Having to repeatedly ask about treatment and doctor's thoughts on diagnosis

Limited information and instructions on discharge

Anything else?

The nurses seemed to work very hard

Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your ratings and comments regarding your recent visit to the Emergency Department at the Royal Victoria Infirmary on NHS Choices.

In response to the concerns that you have raised; we wish to apologise for any difficulty you had in accessing wheelchair or portering support. Please be assured that the department has access to wheelchairs as well as twenty four hour cover from the portering services. If a wheelchair or porter was not readily available on your visit we can assure you that they would be busy with other patients and duties. The porters are required to prioritise their “jobs” according to the number of requests made and the clinical needs of the patient. Please accept our apology if this was not explained while you were in the department and for any delays you encountered as a result.

It is concerning to hear that you felt that you had to repeatedly request information about your condition and treatment. The medical staff endeavour to keep patients fully informed and involved in the decision making regarding their care at all times. Your comments have been passed to the management team for the Emergency Department who wish to apologise that this was not your experience and who will ensure that this is brought to the attention of staff In order to bring about improvements for all patients.

It is standard practice for staff to provide all patients with verbal advice and guidance when they leave the department. This is supported with written information if appropriate for the patients condition. Again, please accept our apologies if you feel the advice provided on discharge did not meet your needs.

It is difficult to comment further with more details of your visit. If you do wish for us to investigate your concerns, please do not hesitate to contact Ms Angela McNab, Matron, Emergency Department or Mr Paul Anderson, Patient Relations Manager via the main hospital switchboard on 0191 233 6161.

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