"needs improving"

Anything else?

Attended with my 13 year old son at 8.20 in the evening as he had injured himself playing sport, reception wsa fairly busy and notice board said it would take up to 15 mins to see a triage nurse and up to 1 hour to see a Doctor or nurse practitioner It was not until 50 mins later at 9.10 that he was called to see the triage nurse who only was interested in booking him in rather that looking or listenening to him and who was clearly under a lot of pressure . When i expalined what had happened and that my son needs an Xray to determine if he had a fracture I was told in no uncertain terms that no matter what I or my son said or wanted my son would only have an Xray if the clinician felt it neccessary , essentially telling my son that he would be having no involvement in his treatment or care. Furthermore as he had waited 50 rather than 15 minutes he was told that it was unlikely that he would be seen by the Doctor for at least another 90 minutes as the night staff would be due on soon , this meant that should the clinician decide he needed one the Xray department would be closed and that he would either have to go to an A&E department or come back the next day. My rating on staff cooperation are based on witnessing the Doctor, receptionists and Triage nurse all discussing in a fairly heated way which patient should be next and how the system will be need to changed all in the open reception desk area whilst at the same time pointing to the patients in the waiting area to discuss who should be next. ( one of whom was my son ) My rating on hygiene is based on the recption area which was generally looking a bit run down , in particular the lower third of tha walls and doors were not particularly clean and the paintwork on doors and frames was badly chipped , I could also clearly see where the mopping and cleaning of the floor had left dirty marks on the lower part of the wall once dried, there was also a broken seat with a note saying do not use The reception in any health care setting is where first impressions of what the rest of the hospital is like will be made and whilst I appreciate it is a busy area it should be given more maintainence. I am a CQC registered manager for two clinics and know what the Essential standards are and how important it is to meet and maintain those standards unfortunately it is my opinion that my son did not experience the care that is expected.

Story from NHS Choices

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