"Will drive 12 miles and visit Chorley A & E next..."

About: Royal Blackburn Hospital

Was unfortunate enough to fall of off the edge of a step and go over on my ankle, badly twisting it which was incredibly painful and swelled up immediately. My partner drove me to the hospital and I hobbled in to book myself in. I had to walk through a crowd of smokers who were congregated right outside the main sliding entrance doors and the area smelt like an old ashtray. The lady who booked me in was friendly and I went to take a seat, I was called into triage fairly quickly and was given pain killers and told I would need an xray. I was told to take a seat which I did. I wasn't given a timescale and after waiting more than 2 hours I still hadn't been seen so I left as the waiting room had filled up with people using foul language, playing music loudly, going outside regularly to smoke so one has to question how ill they actually are, the main reason for leaving was a gentleman who had been drinking had urinated in his trousers and kept moving round to different seats to talk to people he obviously knew, I watched him go into the ladies only toilet and when he returned he sat down next to me. The smell was overpowering and I was concerned about the fact he was contaminating every seat he sat on. It was a horrendous experience and I hope I never have to visit again.I thought hospitals were supposed to be kept clean, the sights, sounds and smells were disgusting, why wasn't the gentleman who had urinated in his trousers kept in a side room as I'm sure all those chairs he sat on wouldn't have been disinfected. Why is smoking allowed outside the main entrance? I visited Chorley hospital the next day and was in and out in less than an hour.

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Many thanks for your feedback on your experience of our Urgent Care Centre at Burnley General Hospital and I can only apologise that it was such a poor one for you. I will pass on your comments to the team and managers to see where we this can be improved.

Also if you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that could be improved for others we would really value this. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk.

Once again many thanks for taking the time to comment

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Response from Royal Blackburn Hospital

Thank you for sharing your feedback with us. We are very sorry that your recent experience with us wasn't what you expected, we always strive to deliver safe, personal & effective care. If you would like to discuss your concerns with us further please contact our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns.

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