"A and e"

First and, most importantly, I hope that your husband has recovered and is now feeling much better. I would also like to thank you for the kind comments about the nurse and the clinical staff who cared for your patient.

With regard to your comments about the receptionist, I should perhaps explain how the staff on reception raise the alert when someone arrives with chest pain because you are absolutely right - it's very important that clinical staff are informed straight away so they can be seen as a priority.

Receptionists inform clinical staff via an electronic alert that happens even while they are still booking the patient in at the front desk. As soon as they type in that someone has chest pain, it triggers an immediate communication to the nursing and clinical team that we have a patient with chest pain who requires urgent attention. So I would like to assure you that, although you were waiting, the clinical team were aware of your husband’s condition and were preparing to assess him within an appropriate time.

Your posting has highlighted, however, the fact that you were not aware of this, which led you to feel that nothing was being done and understandably this added to your concerns. You've helped us see again how important it is that we communicate what action we have taken so that patients and relatives know that everything that should be done has been done. I have reminded the reception team of the importance of communication with patients and relatives waiting to be treated. I can also see how it may have appeared to you when you saw a receptionist chatting, especially as you wouldn't have know that the clinical alert had already been communicated. Please accept my apologies for that.

Following your approach to the reception desk, the receptionist did take the appropriate next course of action and immediately went to communicate your concerns to the clinical staff who had already been alerted electronically to your husband's condition. The clinical staff acted immediately and I am pleased to hear that you were happy with the rest of your A&E experience.

Thank you again for highlighting this important issue to us. It has enabled us to put something right so that in future patients and relatives know that the clinical staff have already been alerted to the urgency when a patient has chest pain, and so they know that clinical staff will come and assess the patient as soon as they can.

Jayne Marshall, Reception Manager for A&E