"Appreciation for the NHS"

About: Southport & Formby District General Hospital

I would like to note that I don't blame any of the staff involved for their actions but feel that the incident needs reporting. Furthermore thank you for the free treatment I received and to the whole team involved in my care. I am 17 and I am about describe my very first experience in Southport's adult A+E. When first walking in following a head injury; I was astonished by the rudeness of the receptionist. As I frantically explained what had happened and why I was here, I was rudely interrupted and asked for my date of birth. They didn't start by even asking my name, they gave me a blank expression as if I recite automatically the information they required. No "Hi how can I help?". However, it wasn't long before I saw a triage nurse and healthcare assistant who were caring, lovely and diligent. They treated me with dignity and respect, they were reassuring and empathetic and are definitely on the right career paths! I was relieved by the sharp contrast to the receptionist. I appreciate the NHS and even feel guilty for using the service on the rare occasions that I have to, so didn't mind waiting. It was when I got to cubicles that I was most disturbed by my experience. I witnessed a junior doctor out of pure stress, throw an elastic band on the floor in front of me and leave it there for at least another hour. When eventually I was seen by a junior doctor I received simply outstanding and informative care. They checked me over in a friendly, kind and respectful manner; then told me about the warning signs I have to look out for following a head injury. I then asked them politely to pick up the elastic band that earlier I witnessed another junior throw on the floor. It it is important to note that I didn't do this out of spite or to prove a point, it was mainly out of safety for the staff and other patients. After leaving the A+E and my mum driving me home I broke into tears, in the car I was so upset to see valuable NHS staff pushed to the absolute limits. I think it is fair to say that the hospital is pushed to the brink serving adult patients from Formby all the way to Ormskirk. Staff who enter a profession in the NHS do it out of selflessness and as a voccation. It is completely unfair that they should have to be tested on every night shift and physically exhausted. I know that there is no way that I even can comprehend the true complexities of running an A+E. Or the politics behind funding and the decisions involved in when resources are invested but it always important to remember that care and consideration goes a long way. If I receive any information following this review, I would like it to be about the positive steps that have already been achieved to improve quality of care. Thank-you for this service and for taking the time to read the review.

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Response from Southport & Formby District General Hospital

Thank you for telling us about your recent visit to A&E. We will need more information to conduct a thorough investigation. Please contact our Customer Service Department team at soh-tr.complaints@nhs.net or telephone 01704 704958 between 10am and 4pm, weekdays. You may leave a message at all other times.