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Original comment

A&E attendance
- Comments submitted by patient on July 2017
Richard L last visited at Hull Royal Infirmary in July 2017

Anything else?

Attended A&E in the early hours of Wednesday 19 July on foot rather than blue light when I last attended with the same condition 2 years ago. Observations 1) Signage poor with no obvious signs to A&E from front door 2) lights out nobody at front reception 3) followed 'red circles' which I recalled from a previous visit and found a nurse who guided me to 'minors' 4) receptionist guided me to 'self check-in' which I completed though the options did not reflect the severity of my condition. 5) I advised the receptionist of the key factors and was advised they would 'record them' 6) after over 90 minutes my wife raised my condition again and the receptionist response was to 'go and speak to a nurse'. 7) after this action I was taken straight through to Minors, then majors, then AAU then Cardiology. Main issues * lack of any obvious signage/directions * lack of a effective triage system for assessing on arrival * receptionists lack of interest/training/understanding and willingness to liaise directly with the nurses on duty. Once seen by the first of several clinicians the service was good, the issue being over the arrival issues prior to that happening. Should this condition happen again, I will again use a 999 blue light to go straight to Majors - this shouldn't be necessary if the front of house system and staff were fit for purpose.

Trust Comment

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience in Accident and Emergency department. We will ensure your comments are shared with the (insert department name) team. In order to address the concerns you have raised, we would like to invite you to contact our Patient Advice & Liaison Service (PALS) who will be able to take further details and advise accordingly. The PALS service can be contacted on: • Telephone: (01482) 623065 • Email: pals@hey.nhs.uk • Online: https://www.hey.nhs.uk/patients-and-visitors/feedback/ Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Experience Department Hull and East Yorkshire Hospitals NHS Trust.