"A selection of the nursing staff ..."

About: Royal Preston Hospital

(as the patient),

What I liked

A selection of the nursing staff were polite and understanding. The ward was clean, bright and cheerfull.

What could be improved

Communication. The reception staff seemed to be trained in priming you for a ridiculous wait; they lacked any real communication skills and were...glum to say the least. As first contact it deflates you the moment you walk in. We had Thomas in 3 times over a 1 week period, each time we waited for 4-5 hrs before being seen. Two of these visits were at the Doctors request and suggested as urgent, yet when we arrived we were continuously reminded that there were patients requiring priority over us. The Doctors and nurses spend a high percentage of their time writing up notes (something I'm sure they are no more happy about than us) but then this information just seems to disappear! Not once did a Doctor or Nurse have any indication as to why we were there even though 2 of the 3 visits were at their request. As a result of this poor communication the whole triage procedure was repeated wasting time for us and other patients and led to inconsistencies in diagnosis.

Story from NHS Choices

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