"Not great"

About: Russells Hall Hospital

3 hour wait. Asked when I'd be seen after 2.1/2, was told you're next. Watched 3 more people go ahead of me. No wheelchairs, no help to find one, husband ignored by rude staff. Consultation lasted less than 5 minutes. I had a knee injury, unable to stand. Was told 'soft tissue damage' and that I have to weight bear on it, the phrase 'no pain, no gain' was used together with 'when I sprained my ankle...' from the person examining me. I can barely walk and there was not a word about the price advice I have since found for myself on the NHS website.

I was made to feel like a time waster. I am 44 and have been to A&E twice in my life.

I feel upset and short changed, as well as in a lot of pain! Horrible, depressing experience.

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you, Claire, for taking the time to let us know about your experience of our hospital. We are sorry to hear you were disappointed with the service you received in our Accident and Emergency Department.

In line with hospitals nationally, we aim to see, treat, admit or discharge all of our patients within four hours of arriving at A&E. All patients arriving in A&E, whether by ambulance or their own transport, are triaged and priority is given based on the nature and severity of a patient’s illness or injury and not on the time of arrival. This means that our most poorly patients are seen first.

Wheelchairs are usually available in the A&E foyer for patients to use; however, if a higher than expected number of patients requiring wheelchairs have arrived at A&E, one may not always be readily available. We are sorry for the inconvenience this caused you during your visit. We would expect staff on the reception desk to try to locate a wheelchair if asked and we apologise if this was not your experience.

The amount of time a clinician spends with a patient would be determined by the clinical findings and diagnosis. In the case of an injury such as yours, a full assessment would be made in that time to allow for an appropriate clinical decision to be made.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

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