Care Opinion

All in all service was very good

Posted By Vihe33

"All in all service was very good"

About: South West Acute Hospital / Emergency Care and Medicine Services

(as a service user),


I had the misfortune of sustaining a  back injury, which resulted in  extreme pain shooting up and down my right leg. I tried heat packs, cold packs, brufen, but nothing helped.

I ended up in ED - waiting time was 4 hours and it was very busy. I was glad  to see the hot drinks vending machine working and the latte was  really good! There was a  jug of water and paper cups at reception desk. 

The receptionist was very good but the microphone speaker was not very  confidential, as I was able to hear very clearly  people's names, birthdays, next of kin, and their presenting complaint. It was embarrassing when one person was asked about their next of kin, they whispered that they're just divorced as the receptionist pressed them for next of kin and told them to speak up, they replied no one as they walked to the seated area.  I could see raised heads looking at them. This was so embarrassing.

I was triaged very quickly, nurse introduced themself, no observations were taken nor was I asked about pain score, even though I was in obvious discomfort, hobbling into the room. A few hours later seen and assessed by doctor, who again introduced themself. They had prescribed me analgesia -which didn't work - and take home meds.

All in all service was very good, despite the long wait, and I was even  offered something to eat as I sat outside the cubicle. Staff polite and courteous despite the immense pressure they were under. The seats  are definitely not conducive to anyone who has  back problems.

Pain relief

Pain relief


Staff attitude

Staff attitude


Reception

Reception


Introductions

Introductions

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Responses

Response from John Kerr, Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care, WHSCT nearly 2 years ago
We are preparing to make a change
John Kerr
Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care,
WHSCT

assess and treat

Submitted on 25/04/2023 at 09:31
Published on Care Opinion at 11:23

Dear Vihe33

thank you for taking the time to use the Care Opinion platform to post comments and feelings about your recent visit to our department. From reading, I gather it was a somewhat mixed bag of experiences.

The coffee machine, has been a recent addition to the trust and department, in order to provide an increased level or comfort and experience for patients and their relatives. It is maintained by an external contractor to provide a high level of service. I am glad you enjoyed this service, especially the latte!

Confidentiality within the department is paramount at all levels and times, be it in written or verbal forms. Our reception staff are all highly trained in all matters of gaining information in an appropriate manner. Unfortunately on occasions, certain circumstances do not allow for this. I have contacted the reception manager, and I have made her aware of your comments, to review the process and to identify any area of concerns to make improvements. I am sorry this made you feel embarrassed.

I am pleased to read that all staff you met, on your visit, identified and introduced themselves to you. Depending on the presenting complaint, however, observations are not always required and can delay the triage process. Pain assessment, however, is an important part of the triage process, and analgesia should be offered, if you have not have self administered prior to your visit. On this note, it appears we have failed you, and for that I would like to offer my sincere apologies. I am glad you received analgesia later from the Doctor. As a result, we have implemented an update of our triage training for all appropriate staff. Instructors have been identified and the process will be rolled out in the next few weeks.

I am extremely pleased to hear all staff were polite and courteous, and it is something we pride ourselves on as a unit. I agree that chairs may not be the most comfortable to sit on with back pain, however we have limited resources available to us, but priority for beds has to be based on clinical need.

Finally, I hope my response has helped somewhat, and that you are recovering well from your injury

kind regards

John Kerr

Emergency Nurse Practitioner (ENP)

SWAH ED

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Response from John Kerr, Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care, WHSCT 10 months ago
We have made a change
John Kerr
Emergency Nurse Practitioner SWAH ED, Acute Services Emergency Care,
WHSCT

assess and treat

Submitted on 03/02/2024 at 09:30
Published on Care Opinion on 04/02/2024 at 14:36

Dear Vihe33

this is just an update on your post. currently the triage training is in progress with over 60% updated or newly trained.

kind regards

john

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