"Much improvement is needed"

I recently took my father to North Tees Emergency Assessment Unit where, in my opinion, much improvement is needed. Sat in the waiting room, we saw patients who appeared to be prioritised - after noticing a poster on the wall, it appears if you call 111 beforehand, you are seen within 30 minutes, something I will do in the future, something I was unaware of. I realise that children are prioritised but I thought that elderly patients would be also which does not appear to be the case. I had to ask reception if they had forgotton about my father as we were the last ones to be seen after waiting a significant time. 

Following assessment by the doctor, we were sent to EAU for bloods to be taken. Bloods were taken within around half an hour where I asked how long they take to be returned. I was informed that generally they take 2 hours. 

We went into the waiting area where there was a tea/coffee facility and a loud TV playing. The staff behind reception were grouped together having tea and chocolate and a good natter. We were sat, and sat, and sat waiting. After 5 and a half hours I went to reception to ask whether the bloods were back. I had to grab the attention of the receptionist as they were unaware I was standing in front of them. They checked the computer and said they were not back, I asked if there was any way of chasing them up, they said no. I asked if they could be expedited due to my father's age - he is in his 90s - they said no. 

At no point did any staff interact with any patient to apologise for the delay or explain what was going on. As an NHS employee myself, I was quite embarrassed by the lack of care to patients. 

As we sat and waited some more, another patient started to chat to us, they had been transferred from Hartlepool and was informed that they would not be sat for hours - which they were. They had no idea how they were getting home, nobody had arranged transport for them at this point. 

There was a patient who went for an X-ray and another that was transferred to the ward to stay overnight, the staff came out to shout for them and were totally unaware as to where they were. 

After several visits to reception (we were getting on to around 1.30am), we did see a GP who was apologetic for the long wait and he was very kind and professional. We were grateful for his input.

However, I feel there is much room for improvement when it comes to staff in the reception area. I hope this is fed back to them, I do feel the need to feed back our experience to the Chair at South Tees as she does work in both areas.

We understand the pressures of the NHS and that many staff do wonderful things, it was just disappointing to experience this event with my elderly father.