"The current system appears to be unfit"

Firstly I would like to highlight all staff members I interacted with remained compassionate and professional at all times . As a health care professional myself I understand the pressures experienced in all areas and take this into consideration as I write my experience.

My niece was taken to A&e recently due to a head injury and was diagnosed with concussion . I saw her the next day and was informed she had collapsed 3 times in the last 24 hours . Aside from the collapsing episodes and an ongoing headache she was otherwise well . Due to the collapses I contacted nhs 24 for guidance as per the hospital's advice the day before . 

I was on hold for 45 minutes prior to speaking to a call handler - again I appreciate the large volume of calls and once my call had been answered the care and compassion was great . I was then passed to the nurse advisor Louise who again was compassionate and made me feel heard . Due to the nature of the injury and symptoms we were advised to attend A&e . 

Upon attending A&e we were booked in as routine and triaged within 20 minutes . At this time the average wait on the information screen was 7 hours , within the first hour the average waiting time increased to 9 hours . My friend was also in A&e after being brought in by ambulance 4 hours before us . It was clear A&e was busy and many individuals were understandably frustrated . The staff remained calm and professional at all times even in response to individuals becoming verbally aggressive . 

Approximately an hour after my arrival my friend had a seizure in the hospital chair she had been transferred onto from the ambulance crew . I understand she was assessed as fit to sit and outwith the seizures she was fit to sit, however I was shocked to see how little privacy she had during her seizure and not one staff member approached to offer any assistance . I had to stand in front of her to ensure she did not fall out of the chair during the seizure, and meanwhile her husband held her against the chair to reduce the strain on her neck when convulsing. 

After 2 and a half hours I attended the front desk and asked if they could advise roughly how long it be until we would see a dr as my niece was becoming tired and wanted to sleep . The admin on the front desk was lovely , she advised we had been there for 2.5 hours and the average wait was over 8 hours therefore we were likely to be waiting another few hours . At this time she suggested I speak to the nurse in triage and ask if my niece was suitable for a minor injuries appointment to reduce the wait . 

I approached the triage room and apologised for disturbing the team however asked if a minor injuries appointment was suitable . The staff nurse and auxiliary were kind and listened to me , I was advised my nieces observations were within normal range however she could not attend minor injuries due to the nature of her symptoms . I then asked if they felt it was suitable for us to return home with strict worsening advice and attend the Gp on Monday if symptoms remained as they were . The nurse confirmed due to clinical observations and my niece being otherwise well it was possible we could do so with the advice to return if anything changed at all . Head injury information leaflet was given and I thanked them for their time . 

I informed the reception desk of our departure also . 

My friend remained in the waiting area for a number of hours after we left . Approximately one hour after leaving, my friend's husband phoned me to advise the dr had shouted my niece's name for review … I do not understand why the doctor was not informed we had left even after informing 3 members of staff and I apologise their time was taken up shouting a patient that had since left . 

My friend on the other hand remained in the waiting area awaiting dr review for 11 hours and in the end went home due to exhaustion and lack of privacy . She felt embarrassed and vulnerable in a very busy waiting area when experiencing uncontrollable symptoms . 

Again I cannot praise the staff we came into contact with enough , they really do care ! Unfortunately the current system within A&e appears to be unfit and as a result many patients seem to be leaving without medical review .