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Care Opinion

Visit to A&E Scarborough

Posted By Scarborough 2014

"Visit to A&E Scarborough"

About: Scarborough General Hospital / Accident and emergency Yorkshire Ambulance Service NHS Trust / NHS 111

(as the patient),

So I rang my doctor for advice after my temperature dropped to 33.4 and my chest felt uncomfortable. I was 20 in the queue and knew it would be a while so thought I better ring 111. Excellent service there and when they rung me back. The nurse that rung me back advised me to go to A&E and gave me a time slot of 12.15 the same same.

Turns up at A&E to the reception and explained I had spoken to 111 and the nurse had give me a 12.15 slot. The receptionist was very miserable and didn't have a smile on their face, almost like the expression was of pain. Not what you want. As a patient feeling unwell entering A&E I need someone who can show some empathy and deal with me in a professional manner. 

After that part of my visit to A&E the rest of the staff in A&E, AEU ward were excellent.  My last minute rearranged appointment at endoscopy which was booked in at Bridlington hospital at 4.10pm, changed to Scarborough because I had an unexpected visit to A&E so would have missed my appointment which was really important staff were incredible and deserve to know it. 

Everyone in all those departments need to know how wonderful they were apart from the receptionist in A&E who booked me in at 12.15pm.

They were helpful, showed empathy, looked after me and seemed to enjoy their jobs regardless of the difficult times we are going through. 

Thank you for your service and stay safe. 

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Responses

Response from James White, York and Scarborough Teaching Hospital NHS Foundation Trust 2 years ago
James White
York and Scarborough Teaching Hospital NHS Foundation Trust

Submitted on 10/12/2021 at 18:04
Published on Care Opinion at 18:04

Thank you for leaving your feedback with us and sharing your recent experience attending our Emergency Department at Scarborough Hospital. I am sorry to hear that your experience with the receptionist was a negative one, in which you did not feel met with empathy and professionalism. By contrast, it is wonderful to read that your encounters with the rest of our staff were so positive, and that you did feel adequately treated and supported. It is also good to hear that the organizational aspects of your visit, like the appointment change, ran smoothly. I will pass on your feedback, both positive and negative, to the relevant parties, so that it can be noted and appreciated.

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Update posted by Scarborough 2014 (the patient)

Many thanks for your reply.

Response from Kate Edgar, Quality and Risk Coordinator, Yorkshire Ambulance Service NHS Trust 2 years ago
Kate Edgar
Quality and Risk Coordinator,
Yorkshire Ambulance Service NHS Trust

Submitted on 13/12/2021 at 11:40
Published on Care Opinion at 12:11

Thank you for posting your thanks on the Care Opinion website. We do hope your health improves quickly following what must have been quite a scare. It is always a pleasure to receive comments of appreciation for our staff and we like to ensure they receive this feedback personally. If you have not already done so, we would be grateful if you could contact our NHS 11 Governance team on the details below to enable us trace your call and identify the staff involved so we may pass on your compliment to them.

NHS 111 Governance Details:
oneoneoneyas.feedback@nhs.net
0333 130 0549 (option 2)
Yorkshire Ambulance Service,
Springhill,
Brindley Way,
Wakefield 41 Business Park,
Wakefield,
WF2 0XQ.

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