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Faith in humanity restored

Story from nhs.uk

"Faith in humanity restored"

About: Burnley General Hospital

My wife had a slight concern about her baby's movements and went in for a visit. Unfortunately the triage system for pregnant women doesn't seem to be working as I couldn't get through after making 30 calls. Yes, 30.

However, after finally managing to get to Burnley and their birthing suite, I must say that I was thoroughly impressed. They did checks in a matter of minutes, reassuring us that everything was fine. A really really lovely nurse was so gentle and cordial in her approach that she helped to relieve a lot of the tension we were feeling.

The room was nice and clean, with the nurses switching on the heater for us to warm the room. We thank them for their efforts.

We do hope they fix the triage system as I think they need some more receptionists to pick up the phone.

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Responses

Response from Burnley General Hospital 2 years ago
Burnley General Hospital

Submitted on 20/01/2022 at 15:15
Published on nhs.uk at 20:43

Thank you for your feedback regarding your recent visit to the birthing suite at Burnley General Teaching Hospital and thank you for taking the time to provide this.

It is lovely to hear that you found the care you received from the staff to be good and reassuring. However, I am sorry to hear you experienced issues getting through via the triage system.

Your feedback has been shared with the Deputy Head of Midwifery who apologies and confirmed at times when they are triaging ladies on the phone it can be difficult to get through on the line. They have confirmed they will put a plan in place with the Matron to offer an alternative line if people cannot get through.

If you would like to provide further information about your experience you can contact the Patient Experience team by email at patientexperience@elht.nhs.uk

Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

Many thanks again for taking the time to provide your feedback and Best Wishes

Sarah Ridehalgh

Patient Experience Facilitator

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