"A & E was reasonably efficient ..."

About: Stafford Hospital

(as the patient),

What I liked

A & E was reasonably efficient and the wait for treatment was not excessive. ( 1 - 2 hours), I did feel that I got information about the nature of my injuries a bit second hand. P.S. Doctors should not appear in A & E wearing dirty/scruffy trainers. That doesn't inspire confidence.

What I liked most was that I got well and the injuries I had sustained healed within a reasonable time

The medics were brutally honest along the lines of ..." you are not badly hurt, if I were you I'd get out of this place as soon as possible...". I enjoyed the fracture clinic as an out-patient although the image of everyone having to line up to get a paper number when they had broken arms/legs and plasters was pure Monty Python. The actual medical service in fractures wasn't bad but I did get two of my own stiches out later as it was easier to do-it-myself

What could be improved

Several patients, including myself were kept waiting about 5 hours before a bed was available in the minor surgery unit. There were very few chairs in the waiting room so most of us perched on the window sill. Not the best when you are in for treatment with a damaged knee and broken arm. I'd been told I was going to be treated as a day patient but no one else was under that impression but said nothing so when I asked what time I could go home I was told 'You can't go anywhere (dearie) until the Doctor says so..." So I phoned my wife and discharged myself as I was needlessly taking up a bed that could have been used for a more urgent case.

Anything else?

I was given very little information by the nursing staff and I do not feel I was treated with much respect or dignity. I'm not a snob but I don't want to be addressed as 'dearie' or 'sweetheart' by nursing staff/assistants. I get more respect and better customer service from the sellers of Big Issue or when I take my car in for an MoT. Overall I don't think the ward was well amanged and there was not a lot of handwashing and basic cleanliness going on.

Story from NHS Choices

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Response from Stafford Hospital

Thank you for taking the time to comment about our services. I am sorry that you feel you were not treated with respect or dignity when attended as a patient. Your comments have been forwarded to our Patient Experience Lead Nurse who will discuss your comments with the Matrons for both Emergency Services and Trauma & Orthopaedics, who will identify and implement actions so that we can demonstrate we have changed practice as a result of the feedback we receive.

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