"Waiting 3 hours for a tetanus jab"

About: Manchester Royal Infirmary

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Arrived in A&E at around half 11 pm on a Saturday evening, so I expected to have to wait a while to be seen. Told the staff on the front desk I needed a tetanus jab as I'd punctured my hand with a rusty nail. Thought it was unnecessary for me to have to be seen by the Triage nurse, clearly all I needed (and wanted) was the jab, but had to wait for around 40 minutes to be told that by the Triage nurse. After being seen at around 20 past 2, I was given antibiotics and told you wait until the nurse came to give me my jab. Around 20 minutes later, the nurse who had seen me asked one of the other nurses behind the desk at the nurse station why I was sat there still and if I'd been given my jab yet. The nurse at the desk did not know that I was waiting upon her for the jab, and she took me to a room and gave me the jab straight away. All the staff that dealt with me were very courteous and professional, I am just annoyed that I was sat in front of the person who was supposed to be treating me for 20 minutes, tired, hungry and running out of patience, because of a lack of communication between the two nurses. In hindsight, I should have approached the desk and asked when I was going to be seen, but since I had been told to wait until a member of staff came to me, I just assumed I was supposed to be waiting. I understand there is a great deal of demand on the A&E department on a Saturday night, so I did not mind waiting, and was mildly amused in the waiting room when most of the patients approached the desk to ask when they would be seen, to be reassured they were still supposed to be waiting. I feel my experience just goes to show why people in A&E waiting rooms are so anxious about waiting to be seen, they do not have faith in the staff handling their cases. Tonight, I waited an extra 20 minutes because I trusted in the competence of the nurses. No one likes being in A&E, patients want to be seen to and then leave. Please ensure your staff communicate clearer when handling patients.

Story from NHS Choices

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Response from Manchester Royal Infirmary

Thank you for your comments posted on the NHS Choices / Patient Opinion website regarding your care in the Emergency Department. It was very kind of you to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that you thought all the staff were very courteous and professional. I can assure you that we have passed on your thoughts to the department and the staff involved. We are, however, very sorry to hear that you felt your wait was unnecessary and not as positive as we would have hoped. It is important to us to receive feedback as this is seen as an opportunity provided to the service to make changes and improvements wherever possible. The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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