"The A&E doctor who saw us ..."

About: Chelsea & Westminster Hospital

(as a relative),

What I liked

The A&E doctor who saw us was very good. The pharmacy system where you can go and have a cup of coffee whilst waiting for your number to be called is a very good idea.

What could be improved

The A&E waiting area is dirty and noisy with empty chocolate machines which buzz and which are covered in dirty greasy fingerprints. The chairs are horribly hard. The reception staff were dismissive and did not even look up or greet us as we were signing in. The patient I was with should have been seen as a priority case and have had blood pressure and bloods taken immediately but this was not done until much later. Later on, once taken through to A&E the nursing staff did not seem to listen to the doctor's requests for Obs to be taken regularly and she had to ask several times for them to be done.

Anything else?

Friendly and welcoming reception staff make a massive difference to any hospital experience. The A&E reception staff were sat behind the glass screen at computers which did not even line up with the slots through which the patient can talk to sign in, meaning you had to crane around to get them to hear your patient details. They need to remember that although it's only a job for them, the people they are signing in for triage are worried, scared and tired, and need treating like human beings with a bit of warmth and respect.

Comfier chairs like those outside pharmacy would be much better than the metal chairs.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››