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Poor and Abrupt A&E Reception Service

Story from nhs.uk

"Poor and Abrupt A&E Reception Service"

About: Stepping Hill Hospital

I recently called A&E and asked for an approximate waiting time as my Father has dementia and cannot wait for too long. I received an abrupt response from the receptionist to say they cannot provide this information as it may change. I fully understand it may change but a live/current approximate waiting time of 1hour or 7 hours would have been useful. I was about to ask what the current live waiting time is but she put the phone down on me mid conversation before I could even finish. The call lasted 18 seconds. Other Hospitals provide this information in an App which is very useful?

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Responses

Response from Aoife Isherwood, Patient Experience Facilitator, Stockport NHS Foundation Trust 12 months ago
We are preparing to make a change
Aoife Isherwood
Patient Experience Facilitator,
Stockport NHS Foundation Trust

Submitted on 11/10/2024 at 11:30
Published on Care Opinion at 11:31

Good morning,

Thank you for taking time to share your experience with us following the recent contact with our Emergency department reception staff. I was sorry to read about how the waiting time information was communicated with you.

I have shared this feedback with the senior team so they can discuss with the staff to ensure we provide meaningful and clear information about expected waiting times in the department.

Our Trust is also looking at overall improvements for the Emergency Department so I will also share you feedback about an App with the relevant team for consideration as part of the work.

Kind regards,

Aoife Isherwood

Patient Experience Team

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