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Urgent Care - No Care Received

Story from nhs.uk

"Urgent Care - No Care Received"

About: Queen Marys Hospital / Accident and emergency

We took our 2 year old into Queen Mary urgent care tonight with a suspected urine infection. We called 111 first and they advised the wait would be 45-60 minutes. We waited for c 2 hours before being assessed by the triage nurse. We have just left after 4 hours waiting, at midnight, without having been seen by a doctor. We left because my son is 2 and ill and being kept awake in a hot, brightly lit room with no indication of when we would be seen was unreasonable. We left because the doctor in charge announced that he was the only one on shift and that the wait time of 3 hours (?!) was likely to be exceeded!

There was zero communication about the wait times. No proactive communication about where you were in the queue. And no apologies for the wait times. We are lucky enough to have a few hospitals in our local area. I won't be returning to QM.

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Responses

Response from Queen Marys Hospital 5 years ago
Queen Marys Hospital

Submitted on 03/07/2018 at 11:00
Published on nhs.uk at 15:06

Thank you for taking the time to provide us with your feedback, I am sorry you weren't able to receive the treatment for your son as the wait was too long. I am not sure why 111 told you the wait would only be 45-60 minutes as they would not have this information to hand and I will take this up with them.

The pressures on the Urgent Care Centre is extremely high at the moment as with all walk in centres and A&E's.

We do suggest you try your GP in the first instance as then you would be given a time slot and not have the inconvenience of sitting and waiting. We are also in the process of gaining an electronic board to display the waiting times on and I know this won't speed up the process but it will keep patients informed.

I am sorry you felt the wait was too long but can I assure you we do endeavour to keep waiting times to a minimum but with the sheer volume of patients attending sometimes it is far from ideal. I do hope you sought treatment elsewhere for your son and that he is recovering.

Kind Regards

Sue Hopkins

Senior Operations Manager

Bexley Unscheduled Care

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