"We had no idea how long the wait would be"

Dear Pullen,

Thank you for sharing your experience. I’m really sorry to hear about the long wait times and the conditions of the waiting areas and facilities. We understand how distressing it must have been for you and your husband during such an uncomfortable time. Please know that your feedback regarding the cleanliness and wait times is very important to us, and we will ensure it’s passed along to the relevant departments so that improvements can be made. We’re glad to hear that the staff were friendly and positive during your visit, and we’ll continue to work towards providing a better experience for everyone. We truly appreciate your patience and understanding.

Tamara Martin Garcia

Emergency Department Sister

Dear Pullen,

Thank you for your feedback regarding your recent visit to ED. We are very sorry hear about your experience and we are grateful you have shared your experience with us.

Sometimes working in the NHS can be challenging for all staff groups as every member always makes their best endeavours to serve and provide the best patient care possible. Not all expectations can be met all the times but the staff strive very hard to try and achieve this as best as they can. ED, by its nature, is an extremely challenging area to maintain the standard of cleanliness at all times no matter how hard the staff work and there are periods when there is a change over of staff when the area may suffer and during the evening is such a time.

Thank you for bringing this to our attention so we, as a department, can ensure our staff are better trained to prevent this happening again.

May I apologise again for the experience you have had.

Thank you again.

Kind regards

Judith Foley-Herbert