"Staff unwilling to offer an explanation"

During my visit to ED I approached the desk after waiting 3.5 hours after being triaged. I could see it was busy, I could also see that I’ve waited at least 2 hours longer than anyone else in the waiting room, I appreciate the triage system and that more urgent cases dealt with first.

Approaching the desk to check I hadn’t been forgotten and to see if there was any idea how long the expected wait could be, the member of staff immediately went on the attack. Told me I’ve only waited 3.5 hours, I asked what the next part of my care would be to be told I’m waiting on a doctor and that I’ve only waited 3.5 hours which is nothing.

I tried to explain 3.5 hours wasn’t nothing and that I was missing time with my kids on Easter, to have the staff member stand up put their hands out and tell me not to get started with them.

I couldn’t continue the conversation and walked away in tears feeling belittled at the harshness and unwillingness of the staff to offer an explanation of what’s next.