"Poor Communication."

About: Good Hope Hospital / Accident & emergency

(as the patient),

Came to A&E the night of recently approx 21: 50 following surgery on my foot the day before. Checked into A&E reception fine then waited over an hour in which in this time fell faint and unwell due to pain and swelling of plaster cast. I asked the a member of staff at reception if there was anyway of lying down or a bit of assistance in which the reply was "Can you wait a minute im trying to tie loose ends up with paperwork before I end my shift at 2300hrs"

I find this highly unacceptable considering its an A&E reception where people are going to be coming in unwell and told to wait. I wouldnt have minded but minor injuries was quiet, and in the next instance once dealt with was having a good chat with colleague behind desk and using her phone.

To add insult to injury, after waiting just over two hours in minor injuries came to find out it was actually closed for the evening and not told by anybody (only found out because a patient had asked receptionist how long until someone was going to be called) then was told to go around to Majors waiting room where we held our place in the queue.

Once seen the A&E staff were fantastic!

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear CookieMonster15

Thank you very much for your comments regarding your recent experience in Accident and Emergency at Good Hope Hospital.

I am very sorry that you found the response from the receptionist to be unacceptable and I would like to look into this matter further. To do this accurately, I would need some more information from you to identify you on our system and would like to ask you to contact me directly on 0121 424 0808 at your convenience. I can also be contacted by email: marie.helebert@heartofengland.nhs.uk.

I look forward to hearing from you and once again thank you for providing your comments, patient feedback and a positive patient experience is extremely important to us.

With kind regards

Marie Helebert

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