From a warm welcome at reception to a caring clinical team, our experience at Dorset County Hospital’s A&E department was largely positive, with the entire visit completed in just 1 hour and 45 minutes.
Visiting an Accident and Emergency department is rarely something anyone looks forward to, but our recent experience at Dorset County Hospital in Dorchester reminded us that, despite the pressures facing the NHS, some fantastic staff are working hard to look after patients.
We arrived at A&E at 7.55pm on a Friday evening and were immediately greeted by Hannah, a very polite and helpful receptionist who booked us in and directed us to the waiting area.
First impressions were encouraging. The waiting room felt clean, bright and welcoming, with a comfortable temperature. There were already two other people waiting when we arrived.
The toilets were also clean and well maintained, with soap, toilet roll and hand towels all fully stocked.
There were three vending machines available, although the prices were certainly on the expensive side. A standard bar of Snickers was priced at £1.75, while a bottle of water would set you back £2.80.
However, it was good to see that patients were not entirely reliant on the vending machines for refreshments. A trolley with water jugs and squash was available, alongside sick bowls, in each waiting area.
A professional and caring clinical team
At 8pm, just five minutes after arriving, we were called through for triage by Junior Sister Olivia.
Olivia was pleasant, professional and reassuring throughout the initial assessment.
At 8.12pm, we were directed back to the waiting room while waiting to see the nurse practitioner.
We were called through at 9.02pm by Becky, the nurse practitioner, who deserves particular praise.
Becky was an absolutely lovely lady who made us feel comfortable and reassured. Her manner was warm and caring, and she made us feel safe.
She examined the problem ankle and foot before deciding that an X-ray was needed.
At 9.08pm, Becky personally walked us down to the X-ray waiting area.
The X-ray experience
The X-ray waiting area was perhaps the least welcoming part of the visit.
Compared with the bright and comfortable A&E waiting room, this area was noticeably dimly lit, felt cold and had something of an eerie atmosphere.
It was quite a contrast to the rest of the department.
Fortunately, the wait was short. At 9.20pm, we were called into the X-ray room, and by 9.26pm, we were already back in the A&E department.
At around 9.30pm, we were called back into the nurse practitioner's room, where the next steps were discussed.
By 9.40pm, we had been discharged and were on our way home.
Staffing levels raise questions, but the team deserve recognition
One observation throughout the visit was that staffing levels in A&E appeared relatively low.
While we cannot comment on the department's actual staffing numbers or how many patients were being treated elsewhere in the hospital, it did give the impression that the team were working with limited resources.
However, what stood out most was the professionalism, efficiency and attitude of the staff we encountered.
From Hannah at reception and Junior Sister Olivia during triage to Becky, the nurse practitioner, everyone we dealt with was polite, approachable and professional.
Despite our initial concerns about staffing levels, the team managed to take us through the entire A&E process, including triage, clinical examination, X-ray and discharge, in just one hour and 45 minutes.
Our verdict
It is easy to criticise the NHS when things go wrong, and there are undoubtedly challenges facing hospitals across the country. But it is equally important to recognise when things go right.
Our experience at Dorset County Hospital's A&E department was overwhelmingly positive.
The department was clean, the initial waiting facilities were comfortable, and the staff made what could have been a stressful experience far more reassuring.
There are a few areas that could be improved, particularly the atmosphere in the X-ray waiting area and the cost of refreshments from the vending machines.
But the biggest takeaway was the quality of the people looking after us.
A huge thank you to Hannah, Olivia and Becky, and the wider A&E team. You are a credit to Dorset County Hospital.
Sometimes a simple thank you and recognition of good service go a long way.