"Mixed first Emergency Department experience"

I attended the ED for the first time as a patient, after being advised to do so by 111. I didn't want to be there, I understand only too well the pressures faced by this department, but I was following 111 advice after experiencing some worrying symptoms and feeling incredibly poorly.

Unfortunately the welcome I received in the department was terrible. I had to stand for 20-25 minutes at the reception desk before anyone even acknowledged my existence. I know how busy the reception team are but all they needed to do was make eye contact and tell me they'll be with me shortly; instead I was left leaning on my husband and feeling like a total inconvenience as all three receptionists looked anywhere but in my direction.

The waiting room was really dirty and there was dried blood splattered everywhere in one of the toilets (we brought this to the attention of staff).  We did however like the information boards displayed regarding up to date waiting times etc.  The reception team were talking loudly about patients and their names, hospital numbers etc which wasn't very conducive to data protection. However my husband did point out that the set up of the reception area made it difficult for staff to keep conversations and information confidential.

I was seen by the triage nurse really quickly who was brilliant, and took my observations and some blood. I was then seen by two doctors and had a chest x ray. All of these clinicians were fantastic - they all introduced themselves with "hello my name is" and took the time to make me feel like I mattered as a patient, something I had not felt until that point.

I was diagnosed and discharged with treatment and left feeling really happy with my clinical care, but still really upset with the welcome experience. I was also offered no opportunity to provide my feedback there and then, which I would have liked to do. 

I really hope that this mixed feedback is taken in the way it is intended - to congratulate those staff who really helped make my experience better, and make improvements to other areas so that future patients can benefit.