"Excellent care - eventually "

On arrival no questions or explanation re global pandemic symptoms or otherwise eh hand hygiene, social distancing, masks etc was given by receptionist. Was made to feel like I shouldn’t be there but as had been told to be there / aware I needed assistance I ignored this situation. The waiting room was very busy , unfortunately wasn’t clean and there wasn’t a specific area for those who choose not to wear masks or wear them constantly around their chins. This is said not be make anybody feel scared and if you need - genuinely need emergency care then the department will support you. There were patients with very minor issues demanding they needed to be admitted, others who assumed they could bypass waiting times to see consultants and patients who genuinely needed assistance and treatment. The triage system was very slow and it was slightly briefer than maybe was needed to ensure the appropriate place in the department was chosen. Almost made to feel like a time waster and sadly despite whatever opinion this staff member had I most certainly am not, with a very complex medical history. After many hours on an upright chair and lot of concerns I was called to be seen. At this point the care and support was unquestionably appropriate and very much appreciated. After all the hours there a very hard working supportive housekeeper ensured she did everything possible to assist with cleanliness and support for patients who were tired , uncomfortable, concerned about what they had witnessed or faced for many hours in what felt like an unsafe place. I don’t say this to scare anyone and I could see and hear there were numerous people who did not need the ED as their symptoms, history or otherwise were suitable for a pharmacy/ self care , minor injuries unit or GP. I will say the questions re C19 at the reception would have been more reasonable and even at the point of triage nothing was said ! At no point did any of us ever see staff wash or gel their hands and all these mixed messages about safe practices and prevention of C19 specifically need to be tighter and consistent with every member of staff ensuring they have done everything for their patients and themselves! Safe care once it was received and a very exhausted patient can now have a plan for the ongoing journey with complex conditions which are often misunderstood especially in an acute setting. Thanks to the advanced nurse practitioner and medical staff whose approach and understanding to assist could not have been better wherever I had needed to receive care. Thanks