"Manners at Emergency Reception"

Yesterday I returned to Emergency Reception at East Surrey hospital as I was worried about my leg which was swollen, having had a lower leg plaster fitted on Monday- I broke my leg on Sunday!

To be faced with an incredible scene in the Staff area of Emergency Reception ( where the check-in staff sit) - apart from two receptionists and a nurse there were at least 6 ambulance staff. They I am sure were working, but as always when you get a bunch of co-workers together there is banter, jollity and laughter. All very well you may think, but it resulted in us ( first in line to be 'processed' ) waiting about 15 minutes to be booked in.

Apart from it being incredibly bad manners to laugh and joke in view of the public who are there worried, in pain and generally out of sorts, it is also a bad plan for staff who are supposed to be dealing with the public to be distracted when having to book in patients brought by ambulance (for that is what I was told they were doing). Surely a dedicated clerk with a dedicated terminal can process these patients in a non-public area. Thus being more efficient and presenting a calm and serene on the public facing side of the operation.

My experience when I took myself to hospital on the Monday was excellent, smooth check in, quick triage, speedy x ray and prompt plastering. So you can do it East Surrey, you just need to plan your emergency reception more efficiently.