"Noisey & Chaotic A&E"

We were advised by our GP that she had rung ahead and spoken to the Stroke Registrar and to present ourselves at A&E as Mum's (88 years old) symptoms suggested neurological / stroke symptoms.  When we arrived in the early evening, the queue for reception was 10 deep and forming outside of the main A&E department. Despite explaining the situation and conversation with the GP to two separate reception staff members, they did not seem to understand or take this into account and just asked asked us to take a seat.  This was easier said as not only were there no seats but no standing room either as many people were sat on the floor out of desperation-making even movement within the waiting area really difficult.

 At the time of arrival, there appeared to be in excess of 100 people in the waiting area, that seemed to be equipped for about 60.  Throughout the 6.5 hours spent waiting in A&E, the same situation continued.  At times, it felt like feeding time at the zoo!  Much of the chaos and anxiety was caused by the noise and lack of ability to hear names being called out by staff.  On many occasions, staff were simultaneously shouting patient names from three different areas. So much of this situation could have been better managed and alleviated by using the tannoy / public announcement system and the electronic boards to call for patients rather than the shouting.

This is a new A&E dept and there is no excuse for such poor design, lack of systems, and lack of facilities, given it was designed to meet the needs of not only Harrow but Brent and Ealing emergency patients.  Many of the staff coped well given the numbers involved, however, we did see some really rude interactions with anxious patients and carers.  I am a huge advocate of zero tolerance but if the management want to encourage this in the hospital, they need to create the right culture and processes, rather than fuel frustrations.