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Treating staff excellent, reception staff a bit disorganised

Posted By gammanw59

"Treating staff excellent, reception staff a bit disorganised"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

(as a service user),

All of the treating staff have been excellent. Reception staff seemed unclear in their roles + a bit disorganised. When there was a distraction, it seemed all 3 tried to deal with it (eg. Air ambulance arriving) Thus slowing down the booking in process.

Having been sent from Bodmin Minor Injuries Unit, their process seemed a lot more efficient - one form given to patients who were then quickly booked in.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 25/09/2018 at 15:08
Published on Care Opinion at 16:11

picture of Jess Saunders

Dear gammanw59,

Thank you for taking the time to share your story with us, I was pleased to read that you had excellent treatment from all the staff in the Emergency Department who treated you. I was sorry to learn that you found the reception staff to be disorganised which slowed the booking in process down.

I will ensure that your story if shared with Emergency Department staff so that they can reflect upon the care you experienced, both negative and positive and make changes to improve their service in the future.

Best wishes,

Jess

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Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 5 years ago
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust

Submitted on 03/10/2018 at 16:43
Published on Care Opinion at 16:53

Dear gammanw59,

Thank you for your comment relating to the Emergency department following your recent attendance. I am pleased that your experience regarding your care and treatment was positive. The staff try very hard to ensure that you are seen and treated in a timely and professional manner.

Regarding the reception staff, I have discussed this with the ED Admin Lead who acknowledged that there were some processes that needed refining and that there were some new staff that are currently being trained who may have been on duty at the time of your visit. We are planning to compile a working manual outlining the processes and expectations of our reception staff which will hopefully mean that they will work in a more organised and efficient manner.

Kind Regards

Jane

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