Royal Oldham Hospital
Rochdale Road, Oldham, Lancashire, OL1 2JHContact details and Patient Advice and Liaison Service (PALS)
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Review titled A&E Reception
by cyclonedt84 - Posted on 25 January 2023
Whilst in the queue at A&E a couple moved forward to the glass where a member of staff was working and were told that they were at the wrong window/in the wrong queue. They then stepped back to rejoin the original queue but were told very loudly by the staff member to go to the back of the other queue, even though this would not have been correct. There was an insinuation that they had tried to jump the queue which was not the case. I stepped in and said that they were in front of me. I felt that they were being humiliated and I was embarrassed and ashamed that they were being treated this way. Again the couple did not speak English well and I had concerns that they may have been treated differently had this not been the case. When they did get to the counter I could hear them say that the lady was pregnant and that she was losing blood and in severe pain and therefore concerned about losing a baby. It made me feel very sad for several days thinking about how worried they must have been and that they were treated in this way.
Visited January 2023
Provided by Care opinion
Review titled Royal Oldham Hospital
Replied on 11 October 2024
Dear Cyclonedt84 Please accept our apology for such a late response to your 2 posts, this is due to a technical problem which has meant we have only just seen your comments. We appreciate the concerns you raised were some time ago however we have escalated your feedback regards the conduct of reception staff regards translation and management of the queue of patients waiting to the senior leadership team within our Urgent and Emergency Care Team for review. All feedback is important to us, and we are sorry you did not witness the high-quality person-centred care we aim to deliver on every occasion. We do appreciate the time you took to provide us with your comments, which we are confident the team will act on. Once again, we are sorry it has taken us so long to respond. Kind regards The Patient Experience Team
Information supplied by Northern Care Alliance NHS Foundation Trust