"Not what I expected"

Thank you for leaving your feedback regarding the Accident and Emergency department at North Manchester General Hospital on the NHS website. In the first instance, we would like to offer our sincere apologies to you and your daughter following your experience. The Lead Nurse is disappointed that the usual standard of communication was not met and grateful that you have brought it to the attention of the hospital.

The emergency department was particularly busy that day and unfortunately this led to an increase in waiting times. It would be usual practice that the nurse responsible for the area on the shift you attended is to keep parents and children updated, which would include; what to expect, the waiting times, any delays and reasons why. The clinical team are very sorry that this did not happen on the occasion you and your daughter attended the department and are sorry for any anxiety and upset this caused you.

The Lead Nurse has shared your experience with her colleagues and reminded them of the importance of good and effective communication and the need to keep parents and children updated and the impact that lack of information can have. To support this, the clinical team have identified an area whereby it will be possible to have a display board that can provide information to waiting families at busy periods and the name of the person in charge of the area so that families can ask to speak with a member of the team.

Again, we are very sorry that your experience at NMGH paediatric emergency department was not positive, we hope that your daughter has had a speedy recovery and your feedback is appreciated so that we can continue to improve our services.

The Patient Experience Team