"Its as though no-one cared."

About: Good Hope Hospital

What I liked

Ease of access for car and car parking

What could be improved

I went to A and E for an ear injury tonight. However, it was quite difficult as I recently had emergency surgey on my leg (3 days ago). I was told after surgery that I should not be upright for more than five minutes for around a week and that my leg should be above my waist when sitting.

Walking into A and E, it was cold and dark and leaves were all over the waiting area. I went to the front desk to ask for assistance. Now I realise those that work on reception have a difficult job with many abusive patients and busy periods, but they should endeavour to help and be kind to al people who walk in. After a couple of minutes of going through my details, to which I had to repeat myself a lot as reception is unwelcomly blocked by thick glass I started to get strong pains in my leg. I needed to sit down. However I didn't know the road my new surgery was on so encountered difficulties getting further in the process. I had to sit down and raise my leg. My Dad took over and again the receptionist was slow and hardly welcoming while getting my details. Finally we asked how long the wait would be. Now considering I had serious surgery recently and am physically exhausted, a little chuckle when she said "oh, a couple of hours" is NOT helpful. I knew there would be a wait, but to be so unsympathetic about it was so rude and not NHS like. Then I was provided with no assistance with my bad leg. It was as though the receptionist felt her role was to input data and that was it. If that is her role why not have touchscreen computers. After struggling to find somewhere to put my leg safely I had to leave. On leaving I doubled checked the waiting time, only to receive the same response.

Story from NHS Choices

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Response from Good Hope Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful