"Mixed experience in hospital"

Treated for dog bite on my arm  at 4.45pm. Reception staff warned me wait for treatment could be hours, answered my questions, were professional, lovely. Wait was only 90 mins. People who came in after me were seen before me because their injuries were more serious, as is only right. The nurse I saw was wonderful — efficient, quickly cleaned my wound, gave me Tetanus injection, antibiotics, dressings for next few days. Told me what to look for over next 72 hours. Asked me if I had questions, which is excellent. All of these steps will seem routine and obvious to most, but I must stress how great it is to have efficient treatment, with empathy, eye contact and clear communication. How did I feel? Hugely, sincerely grateful to all the staff — thank you. Deeply sympathetic at the underfunding, under-resourcing of the NHS. If anyone’s listening, please pay them more.

By contrast, a 95-year-old man was sitting in a wheelchair in pyjamas and dressing gown, with bare feet, just inside the main door. After 30 mins his daughter arrived and tried to find out where his taxi was. She had to go to the intercom at the clinical access door and say all this — everyone waiting heard all the details. A nurse came out and phoned to chase up the taxi. They’d been told it would be there in two minutes, but 30 minutes later it wasn’t. If it was due in two minutes, could someone not have stayed with him till it arrived? If his daughter had not been able to be there, what would have happened? Should someone not check on patient pickups, at least for vulnerable patients?