"Please think of each person"

Dear Service User

We regret the discomfort and distress your aunt experienced while waiting for admission. We understand that prolonged waits in urgent treatment services can be extremely difficult, especially for patients with pre-existing conditions. NCA staff work hard to provide care under immense pressure, but we recognise that basic comfort measures, such as pillows and blankets, should be readily available to those in need.

The NHS is facing unprecedented demand, with record-high attendances in urgent and emergency care settings. While we are working to improve patient flow and reduce waiting times, we acknowledge that more needs to be done to ensure patients waiting for admission are treated with dignity and provided with adequate support. We are actively exploring ways to improve patient experience, including expanding urgent treatment centres and same-day emergency care.

We encourage patients and their families to raise concerns through formal complaint channels, such as our Patient and Liaison Service (PALS) via pals@nca.nhs.uk as feedback is crucial in driving improvements in care. We appreciate you bringing this to our attention and will ensure your concerns are escalated and considered as we work towards better patient experiences

Kind regards

The Patient Experience Team