"Poor triage in a and e"

About: The Princess Royal Hospital (Telford)

Anything else?

Your queuing system in a and e is terrible. I went in yesterday with my five month old son only to have to take a "cheese counter ticket" and when I asked the triage nurse if there was a priority system they looked over their glasses and said he looks ok to me ! How u can assess a 5 month baby from across a room in a glance is beyond me. After waiting there I then had to waiting in a que for reception by this time my son was floppy and not responding - I actually went through to a and e myself where I have to say the staff and service were second to none. Although I'm disgusted with the attitude of the triage nurse and how they feel its ok to treat a patient this way and be so callus !

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Response from Lesley Anne Jones, Patient Advice and Liaison Officer, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned.

Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail.

The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office in the Main Entrance.

They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp.

Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

Mrs L. A. Jones

Patient Advice and Liaison Officer

Princess Royal Hospital


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Response from The Princess Royal Hospital

I am very sorry to hear about your experience at reception. We have fed this back to the department so that they can improve the care they offer - after all, we attend A&E at a time of concern and anxiety and want to feel that the people we have turned to for help are taking our concerns seriously. I am glad to hear that the rest of the care you received was sedon to none. Thank you for taking the time and trouble to share this with us.

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