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"Would give A&E a miss"

About: Musgrove Park Hospital / Accident and emergency

Visited A&E having seen two Opticians under the ACES scheme in recent days as I had experienced a sudden onset of floaters and pain in one eye. I was advised to go to A&E if I continued to be concerned or eperienced any changes. Went armed with copies of the paperwork plus a USB memory stick loaded with the images from the optician only to be advised that despite knowing the problem and aware that time is of the essence in the event of the potential for a detached retina, having explained the situation and that I had the information from the optician on me, I would still need to be triaged by a nurse before being able to see a doctor and that the waiting time was approximately 1.5 hours. It seems pointless having to first see a nurse when we are aware of the problem and that it needs to be assessed by an Opthalmic Consultant rather urgently. I wouldn't want to have any cardiac issues that would result in such a delay.

Do the reception team have no triage experience or abilities? Went home without seeing anyone, if I have to wait 1-2+ hours for a nurse to determine what I already know could be an urgent situation then another night will have to suffice then hopefully I might be able to get my GP or Optician to organise an appointment direct with the correct department! waste of time, money (car park fees) and fuel

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Responses

Response from Louise Hill, Matron, Paediatric services, Taunton & Somerset NHS Foundation Trust 5 years ago
Louise Hill
Matron, Paediatric services,
Taunton & Somerset NHS Foundation Trust
Submitted on 14/05/2018 at 10:17
Published on Care Opinion at 17:53


picture of Louise Hill

I'm sorry your visit to A&E was so frustrating for you. I appreciate that after seeing two opticians already that it would seem logical if you do not know the system to see a Dr straight away and that you were very concern for your sight.

Our reception staff do not triage that is what the nurse would have done when they saw you. The nurse would have looked at all the information and put you in the right queue for the right person to ensure you are seen as quickly as possible. The point of the triage nurse is they are able to prioritise patients according to need.

Ideally a patient is triaged within 15 minutes of arrival, although at busy times it can take a bit longer, and depending on the time of day they could have sent you to eye casualty for the appropriate investigations.

Please rest assured that a patient with a cardiac issue would have been seen by the triage nurse very quickly with tests carried out to ensure the patient safety.

I hope that you have now seen some one and, however, if you do need to come again please wait to see the triage nurse so that we can help you in a timely fashion.

I hope this answers some of your frustrations and that you are feeling better soon

Regards

Louise

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