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Long wait times with no information

Posted By phaseny45

"Long wait times with no information"

About: University Hospital Wishaw / Emergency Department

(as a service user),

Told by a staff member that we were 3-4 people behind in queue several times, almost 10hrs later to be rudely told by another staff member that when you check in it’s a minimum of 10hrs !

No signs to make you aware of this waiting time, digital waiting time boards not working!

Witnessed a mother with a baby, struggling with the child being sick all over her, a staff member handed her 3 wipes and she had to struggle to cling onto the baby and clean the mess herself, no one in sight with a spill kit.

I think this is an absolutely shocking service from the NHS, should really be ashamed the way it’s ran.

Very concerning!!

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Responses

Response from Julie Coyle, Senior Nurse - Emergency Care, University Hospital Wishaw, NHS Lanarkshire 6 hours ago
Julie Coyle
Senior Nurse - Emergency Care, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 01/07/2025 at 16:17
Published on Care Opinion at 16:17

Dear Phaseny45,

I’m really sorry to hear about your experience, and I want to thank you for taking the time to share it with us. Reading your message, I can completely understand why you felt frustrated and let down—it’s not the experience we want anyone to have when they come to us for care.

What you described, especially the situation involving the mother and her baby, is deeply upsetting. I also hear your concerns about the lack of communication around waiting times and the issues with our facilities. These are things we absolutely need to do better.

Please know that your feedback is being taken seriously. I’ll be sharing this with our team so we can look into what went wrong and make sure we learn from it. We want to provide a service that reflects the care and compassion our patients deserve, and your message is a powerful reminder of where we need to improve.

Thank you again for reaching out—it’s not easy to share difficult experiences, but it really does help us do better.

Warmest regards,

Julie.

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