"Poor a an e"

About: Alder Hey Children's Hospital

We have used alder hey a couple of times this is the first time we have used the new hospital I am really disappointed the only thing that has improved is the parking we walked through from the multi story to an empty outpatient department no receptionist nothing I had to ask a security guard how to get to a an e to say they was rude would be an understatement could just about answer me. When I arrived at a an e it was awful another mother described it as a zoo and to be honest she wasn't far wrong there was kids running round wild screaming parents shouting to other parents an kids no thought for people who are there unwell. No one there cleaning the area they need to have a cleaner on 24/7 kids throwing up, coughing germs really would it not be beneficial to have someone with detol cleaning all the time? The wait was 2 hours just to see a triage I decided to leave an take my child home I couldn't even do this without issue from them the receptionst told me to wait to see the nurse I stood an waited for 10 minutes in the end I said I'm taking him home she agreed an apologised it was literally like no one had a clue what anyone else was doing there seemed to be lots of staff standing around doing absolutely nothing than anyone working one receptionist looked like they were about to collapse they were moving that slow. We then left tried to locate a machine to then have to get a token to exit the car park out money in machine empty of tokens had to then buzz at the gate to inform security no apology just a sigh an opened the gate. What a poor service. You look at this great new hospital and expect it to be super service wrong in my opinion it has got worse rather than better. I think you really need to improve your staff customer service, speed an cleanliness of hospital.

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Response from Alder Hey Children's Hospital

Thank you for taking the time to leave a message about your visit to Alder Hey Children’s Hospital. We are very sorry to hear about your experience, this is not the standard of care we would want to provide to any of our patients and their families. If you haven’t already contacted the Patient Experience team, we would be very grateful for the opportunity to discuss your experience with you. Please contact Liz Edwards, Head of Patient Experience on 0151 252 5919 or email PALS@alderhey.nhs.uk

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