About: Salford Royal

I refrain myself to use a&e and Prefer to wait for my GP or use 111 service for things im not sure about especially if it concerns my childrens' health and wellbeing. I dont normally complain but today were waiting for more than 5 hours. Call me a paranoid mother but My daughter (healthy and very active) had a head injury (again!) at preschool friday morning, she was fine then All day Saturday she is not herself, I thought she has tonsilitis but then "what if" it has to be related to the bump on her head anyhow to be sure around 10pm decided to seek advice using 111 service, pass midnight ambulance came to assess my daughter then they decided to take her to hospital to be checked, neuro registrar reviewed my daughter, through answer and question portion, Dr discharged us and told my daughter is fine and query quincy, Dr suggest manchester childrens hospital but we live local so we decided to go to panda unit. We were escorted by lovely ambulance crew to panda unit. Seen by triage and told us to wait outside at the waiting area. Patients in/out however, some, including us waited forever! Then approx 2hrs later, worried and upset parents plus screaming and crying children, surprisingly still no update from the staff watsoever and to add to the horrific experience I had to buzz in to ask for paracetamol cos i can feel my 2year old's temp is high-nurse came- temp 38.8!!!! Waited for 20mins for oral paracetamol to be administered, asked the nurse for waiting time and was told 3hours, I know that they have to prioritise emergencies but I just want to ease my mind, and we have waited for that long anyway so decided to wait for another hour or so. 5am came, we were the only ones left, still not been seen nor update of anything, then A staff shouted a name (which of course not my daughter's) I shouted back my daughter's name then they said no, then they went back inside. Approx 15past 5am, I buzz in again,asked staff when will be my daughter's turn to be seen, Nurse said there was approx 5hrs waiting time (?thought it was 2-3hrs) and to top to that they lectured me about a&e prioritises children with emergency situation, they added, we are on the list but couldnt give me a time for my daugter's turn so I decided to just go home (I should have done this 3hrs ago!). This afternoon daughter was worst, We went to a walk in centre but then had to refer us back to a&e! Anyhow this time triage nurse lectured me again about using a&e and to use GP!!! Too tired to argue I just nod then finally seen an onsite gp, prescription given but of course has to wait for Monday as pharmacy are close. So frustrated, upset, dissapointed and somehow confused cos of tiredness as no sleep for almost 48hours, this whole experience is shocking! Terrifying to think For a child (whatever level of care they require) to receive this kind of service. Im scared to think what will be like to use this nhs service in the future?

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Response from Salford Royal

Dear Motheroftwo

Thank you for taking the time to post your comments. We are so sorry to hear about your experience with your daughter whilst attending the unit, and that your felt let down by our service. We are disappointed as your experience does not reflect our Trust values, where we pride ourselves on our professionalism and communication skills.

To allow us to investigate this further and to give you some answers, can I ask that you contact our Patient Advice and Liaison Service (PALS), on 0161 206 2003 or email them directly on pals@srft.nhs.uk with further details.

Thank you again for taking time to provide your feedback to us.

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