"Strange order of being seen to"

About: Royal Preston Hospital

Had to visit A&E on the Bank Holiday due to a Swollen and bruised toe which had started to bleed so I was advised to visit A&E. I knew patients would be seen by the "severity" of ailment and also that the childrens ward next door can take priority, quite fair in my opinion. What I found strange though was that at least 10 people were seen before me with no obvious injuries on view. I queried with one receptionist whereabouts I was in the queue and I was told quite bluntly there was quite a few more before me. Fair enough I thought, apart from the attitude and continued to wait. About 20 minutes later with no-one else in there and with no-one being seen I thought I might be next. Then in walked 3 other couples and all 3 were seen before me. I asked another receptionist, they said politely there was 1 more before me and reassured me I had not been forgot about. Thank you whoever you are. Eventually I was seen and the treatment from the Nurse and X-ray staff was superb and explained everything and kept me informed. Overall - Reception wise, it seems even if you are not an urgent case then people arriving a lot later could be seen before you no matter when you arrive as you may keep going to the bottom of the queue.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to tell us of your experience when you recently attended the Emergency Department. As you rightly say, patients are seen in accordance with their clinical needs and priority; however, even in those instances, we would expect you to be undated and to be communicated with in an appropriate manner. Please accept our apologies that this clearly did not happen throughout your episode of care on this occasion. Thank you also for your very positive and kind feedback about the standard of clinical care you received; we are only sorry that your overall experience was marred by the poor standard of communication.

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Response from Royal Preston Hospital

Thank you for taking the time to provide your feedback. It was disappointing to hear that the standard of communication afforded to you by some of the staff on the reception desk marred your exprience. Please be assured that your concerns have been shared with senior managers in the Emergency Department to enable them to be addressed with the staff concerned.

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