"Uncomfortable wait"

Whilst recovering from breast cancer surgery, my sister had to attend the Surgical Assessment Unit at Glasgow Royal Infirmary due to a wound infection. She arrived, had some bloods taken and some observations recorded. She was then asked to wait in the corridor until a bed was available so that she could be examined.

There were several people waiting and the unit was obviously very busy. An elderly lady was receiving IV antibiotics whilst sitting in the corridor.   

My sister was finally moved to a bed space around 6 hours after arrival. During her long wait she had to sit on an very uncomfortable, flimsy plastic chair. Despite seeing the meal trolley go by, those waiting in the corridor were not offered a meal, a sandwich, or even a cup of tea. There was jug of water and some plastic cups on a table in the corridor, but this wasn't replaced during her nearly 6-hour wait. Even though she was  attending with an infection, and was immunocompromised due to her recent chemotherapy, her observations were only recorded once in the six hour period, when she initially arrived. Not once did a member of the nursing staff stop to update her or check that she was OK. Another patient told my sister later that she had waited 11 hours in the corridor.

We understand that hospital departments can be very busy and that the staff are working under a great deal of pressure. It seems that lengthy waiting times are expected in the SAU. It would be really helpful, in that case, if thought could be given to providing more comfortable seating, such as chairs with some padding. A source of cool fresh water would be helpful and if waiting patients could be offered some refreshments, even just a cup of tea and a biscuit, then that would be appreciated and make the experience much more bearable.

Once seen, my sister was looked after by a nurse named Courtney who was very kind and attentive.