"Visiting a very busy ED with my father"

I mid-May I was directed by GP to take my father, an older man of 88 years, to ED due to excruciating pain in his lower back. The GP stated that his practice would not be able to complete bloods so my father would need to attend an appointment at ED at 6pm to get these and any other investigations completed.

When we arrived at ED the department was extremely busy. There was a queue of about 10 people waiting to speak to the reception staff (this level of queue continued for a large part of the following 5 hours). The waiting time for triage was 1 hour and following this 5hrs for minors and majors. The majority of people presenting at ED reported they had been sent there by primary care.

Despite the pressures I can only commend the reception staff for their patience in dealing with this level of pressure, and finding creative solutions to support families whose first language is not English (eg "got a mobile? Show me your name on your phone.") 

As a health service worker I fully understand the COVID environment. The reception area was very busy. Every half hour until 8pm one of the nursing staff loudly announced that only patients should be in the reception area and that others should return to their cars to wait. While I fully understand her concern and frustration, it would perhaps have been helpful if she had added "unless the patient is a vulnerable patient - but please do give chairs to patients". I did not use a chair, but I wouldn't have left my 88 year old father alone in the waiting area.

Additionally I challenged the request to wait outside while my father was triaged, and accompanied my father into triage. This was necessary as he needed support to hear information and retain it. The triage nurse completed her examination and was very kind and supportive.

We had a long wait following triage. This was due in part to the very high number of attendees who had been sent to ED by primary care.

When we were called through to see a doctor the service was exceptionally good. The doctor (Nathan) had excellent communication skills and spoke clearly and directly to my father. He also actively listened to what my father had to say. He displayed all of the HSC values and treated my father with kindness and compassion.

A CT scan was arranged for the following morning and we returned at 9am, scan completed at 10am, given feedback from doctor and medication by 11.30am.

In conclusion, I would like to thank all of the ED team at AAH for the work they do under the extreme pressures that currently exist in the system.