"Chaotic and unpleasant to say the least"

About: Russells Hall Hospital

What I liked

Absolutely nothing!!!!

X-Ray department were more efficient than most !!!

What could be improved

It appeared that the receptionist was making decisions on patients priority for treatment.

Improved the waiting times as we waited three and a half hours before being moved on to another waiting area. We were told that there was a two hour wait by reception.

Where was the triage Nurse/ Assessment. Nowhere!!!! It was clear that some people would be requiring an X-Ray and a triage nurse would have set this process in motion long before patients got to see a nurse who told them after four hours to go to the X-Ray department.

when we finally got to an area of assessment we waited another forty five minutes to see a nurse. We never saw a Doctor in the area that we were herded !!!

There were three nurses in the treatment area and two were constantly typing at a desk area.

It appeared as if they were preparing their reports for the end of the shift when we left at 8.30pm because the one male nurse was constantly looking at the clock.

It was apparant that patients were moved from one waiting area to another without any direction or treatment.

My Wife had what looked like a broken big toe that was very black and swollen and she was in pain and the nurse informed her that the toe was not broken and to put a bag of frozen peas on it to help with the swelling.

As we did not see a doctor we presume that the Nurse had made the diagnosis as she was the only person that we saw in five hours.

Anything else?

Having not been to Russells Hall Hospital for many years it was sadly an unpleasant experience, considering the amout of investment made at this hospital it was appauling !!!

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Responses

Response from Russells Hall Hospital

Thank you for taking the time to post a comment about your wife’s experience at our hospital. We are disappointed to hear about your negative experience while your wife was in our care.

The Accident and Emergency (A&E) is an extremely busy department and we do aim to see patients in A&E within four hours.

It is not our standard practice to triage patients with minor injuries. Instead patients with minor injuries wait to be seen by an emergency nurse practitioner or a doctor in the minor injuries area. Emergency nurse practitioners are nurses who have the appropriate skills and experience to deal with minor injuries themselves. However, if the patient’s symptoms worsen or they need pain relief they would be assessed to see whether they need to be treated more urgently.

On arrival patients will remain in the main waiting area until they are called into the main department to wait for assessment, in the area that is most appropriate to their needs.

We now have a full electronic system in our emergency department were we record all patient information. This system is kept up to date in real time and does mean nurses and doctors will be seen entering records, results of investigations and diagnosis onto computers to ensure we keep all our patients records up to date.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

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