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"Unacceptable wait in A&E"

About: Forth Valley Royal Hospital / Accident & emergency

(as the patient),

I attended following a stroke 5 weeks ago and ended up in A&E yesterday as my family had noticed similar symptoms.  I arrived at 1:30pm and when I was triaged explained that as well as symptoms my blood pressure had been high and headaches too.  I was told to wait outside for doctor.

They tell you to act FAST with stroke symptoms especially if you have had one before. I waited 8 and a half hours and never saw a doctor.  My blood pressure was never rechecked.  I had to go home as I was due my medication for other health problems.

There were several people who also left after waiting 5 - 8 hrs. Someone decided to go back home to Paisley where they said they would be seen quicker after waiting several hours. A woman with a baby and a young child with autism had been there for 6 hours and were yet to be seen.

The waiting room wasn’t cleaned in all that time with a puddle of water on the floor, empty cups, sick bowls, used masks and pieces of toilet paper lying around. The toilets were unclean. The hot drinks and juice vending machines were broken all people could eat after waiting this length of time was crisps and chocolate. There is no shop nearby to get anything.  I know they advise not to eat while waiting to be seen and that’s fine for a few hours but not over 8 and a half.

The whole organisation of the set up is all wrong and needs looked at. 

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Responses

Response from NHS Forth Valley 13 months ago
Submitted on 28/03/2023 at 16:49
Published on Care Opinion at 16:49


Dear tauruszb58,

Thank you for taking the time to share your recent experience in our Emergency Department and I would like to sincerely apologise for the length of time you waited in the department before deciding to leave. I do hope that you have now managed to access appropriate healthcare and are recovering well.

I would like to assure you this is not the experience we want to provide for our patients, we are currently experiencing significant demand on our services which will have impacted on your waiting time to see a Doctor, however, we are working tirelessly to improve and prevent patient experiences such as the one you have described from happening in the future.

I also note your comments about the cleanliness of the waiting area and broken vending machines and will share these concerns with our building management team to be addressed and monitored.

If you would like to speak to me further regarding your experience, please email me on ric.atalla@nhs.scot.

Once again thank you for taking the time to share your experience.

Kind regards
Ric Atalla, Interim Operational Manager, Emergency Care & Inpatients

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