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Wait times and lack of communication

Posted By Rose8864

"Wait times and lack of communication"

About: Causeway Hospital / Accident & Emergency

(as a parent/guardian),

One night recently my daughter fell and hurt her arm, she wasn't moving it and was crying with the pain of it. We arrived at the Causeway hospital a&e department before midnight and after giving all her detail's at the front desk, we were sent through to triage the nurse asked what was wrong with her and sent us around to the green zone.

We sat in the green zone for a 4 and a half hours waiting on and doctor so she could get an x-ray. My daughter was crying with pain and doctors just kept walking past or sitting on computers. The nurses where lovely weighed her and gave her calpol but I had to go the desk and ask. No one checked to see if we were OK at any stage. There was one doctor on for the whole of the A &E department. I feel this is a disgrace it should not take this length of time for an x-ray. We got home at half 3 this morning. My daughter was in pain and exhausted.

I believe things have to change, it isn't fair to the staff or the patients. We sit and get more frustrated as nothing is happening or we don't get told anything. There need to be more doctor on at night and have a better system. To ensure patient have shorter waiting times. 

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Responses

Response from Victoria McCrory, Assistant Clinical Services Manager, Medicine and Emergency Medicine, NHSCT yesterday
Victoria McCrory
Assistant Clinical Services Manager, Medicine and Emergency Medicine,
NHSCT

Submitted on 30/06/2025 at 17:46
Published on Care Opinion at 17:46

Hello Rose8864

My name is Victoria McCrory and I am the Assistant Clinical Services Manager for Causeway ED. I am sorry to hear that your daughter has sustained an injury and had to attend the ED for further assessment and treatment.

I am very sorry to hear of the waiting times and experience which you encountered whilst attending the department. The experience which you describe does not align with trust core values, nor the standards of care which we aim to achieve.

Waiting times are something we as a department are currently trying to improve. Unfortunately due to pressures within the ED waiting times are prolonged. This is an issue which the region is experiencing, and is not specific to Causeway ED. Nevertheless the department management team are working together to try and improve the flow through the department and improve the care delivered.

Thank you for your positive feedback in regards to the nursing staff, however it is disappointing that you had to ask for analgesia and felt that your daughter was not checked on regularly enough. I will ensure this learning is shared with the nursing teams.

Following a systems change in November 2024, all recording and documentation went paper free and is completed on computers or phones. This can make it appear that staff are spending an increased amount of time on computers, however I can assure you that they are documenting patient care, reviewing results/images and completing onward referrals.

I agree that actions need to be taken to improve waiting times in the ED, not just locally but regionally. The department are committed to trying to improve delays which occur. I will ensure your feedback re Dr cover is shared with the ED team at our next governance meeting.

Thank you for taking the time to leave this feedback. Al feedback, both positive and that which raises concerns is appreciated as it helps inform and drive service improvement.

I hope daughter makes a strong recovery.

Yours Sincerely

Victoria McCrory

ACSM CAU ED

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