"No one introduced themselves"

About: Northampton General Hospital (Acute) / Accident and emergency

(as a parent/guardian),

I attended A&E with my son for a facial injury. Initially I felt it only needed a practice nurse review. Unfortunately as the surgery was shut for training, I contacted 111 who recommended I take him to A&E.

We were seen quickly by the triage nurse who felt that it could be dealt with by the duty GP. Again we were soon called through to him but without talking to us he disappeared back to the triage nurse. The consultation room we were in was cluttered and untidy. The doctors bag and coat was sitting on the desk. There was a dirty gauze swab sitting on the desk as well. The blue roll on the examination couch had not been changed between patients.

It transpired that he felt unable to deal with the injury (without even looking at it in any depth) and we returned again to the waiting room to await an A&E doctor. After a short wait we were called to see another nurse who was able to examine and treat my son without any problems. She gave me good aftercare advice and she spoke to my son appropriately and involved him in the consultation.

Overall I was happy with the care but we felt a little moved around with people uncertain as to who could deal with what. Out of the three health professionals we saw no one introduced themselves, told us their name or what their role was. It's a really simple thing that means something to the people you treat #hellomynameis

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Response from Northampton General Hospital NHS Trust

Dear Purplegerberas

Thank you for taking the time to post your views about the care you and your son received when he recently had to attend our A&E department.

We are sorry that our staff did not introduce themselves to you and this is certainly an issue which we will follow up. Thank you for bringing it to our attention.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful