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Caring staff , clean , child friendly

Story from nhs.uk

"Caring staff , clean , child friendly"

About: Russells Hall Hospital

What I liked

I brought my 4 yr old son into A&E with a suspected broken arm, when we finally got treated , they were very aware that he was a child and how do deal with his little knowledge of his surroundings and took great care ensuring he was comfy, and felt safe.

What could be improved

The time it takes to be seen in A&E , yes i know that its a busy place , but a child of such a young age should of at least been seen by a nurse immediately to asses whether it was a break or sprain etc , as we had to wait 3hr 37 mins to be seen , then it was clear as soon as the nurse looked at it that it was a bad break , so an assesment room for certain circumstances should be used to asses how serious the patient is .

also went back yesterday for his first outpatient trauma clinic , his app was at 3:50pm , which they had to fit him in as he didnt recieve app through as the paper work was misplaced , so without me phoning to find out when it was he wouldnt of even got one, so on arrival , we was told alreay they were an hour behind, so aftr trying to contend with a restless 4 yr old for over an hour , when it came to xray , it was all rushed , and a confrontation went on infront o me and my son , with his consultant and his staff , as he was very shocked that a 4 yr old boy hadsat waiting so long for an xray.

Anything else?

Just like to thank the nurses on C2 who were fantastic with my sin , before , during and after is time in theatre. He felt so at ease, with the way it all went , just only crictism is time in a&e and follow up appt times.

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Responses

Response from Russells Hall Hospital 12 years ago
Russells Hall Hospital

Submitted on 16/11/2011 at 16:28
Published on nhs.uk on 17/11/2011 at 04:01

Thank you for your comments on your experience of our Accident and Emergency service. We are pleased your four-year-old son was put at his ease and was made to feel safe. The A&E department is, as you say, a very busy place and can be a little alarming for somebody so young. We are pleased the ward staff on C2 were equally attentive during your son’s operation.

We are very sorry you had such a long wait in A&E but perhaps we can explain a little bit about our procedures in the emergency department.

Patients with major injuries are seen first – they are triaged and early investigations happen, where appropriate, in order of priority i.e. the sickest patients will be seen first.

It is not our standard practice to triage patients with minor injuries but we do try to triage all children when the paediatric area is open.

Patients with minor injuries wait to be seen by an emergency nurse practioner or a doctor in the minor injuries area. However, if symptoms worsen or patients are in great pain, they would usually be seen by a triage nurse to assess whether they need to be treated more urgently.

It is difficult to comment further without knowing more about the circumstances of your visit to A&E. We would welcome an opportunity to discuss your issues and would ask you to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510.

We must apologise for the confusion surrounding your son’s follow up appointment and for the long wait in X-ray.

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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