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"Long wait in A&E and minors"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

(as the patient),

Last week, whilst staying with my son, I passed out at the coast. My wife drove me to Truro Hospital, and I was checked in around lunchtime. I saw the triage nurse within two hours and was eventually transferred to minors at about five and a half hours after checking in.

I was seated in a cubicle and transferred to a hospital trolley in another cubicle after more than eight hours. I was transferred to a ward early the next morning (over 16 hours after checking in).

Bearing in mind that I had not eaten since breakfast, there was no water available for me to drink and it was not offered at all until I reached the ward. I was offered some refreshment at around 9pm and I gratefully had an egg roll and a mug of tea. Bear in mind that my collapsing was partly due to dehydration.

I was aware that A&E were under extreme pressure, I tried not to bother the staff.

I am 78 years old and unfortunately a heart failure patient, and due to my circumstances at the time I had not given food and drink a lot of thought.

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Responses

Response from Jess Saunders, Outpatient Transformation Support Officer, Outpatient Transformation Team, Royal Cornwall Hospitals NHS Trust 3 years ago
Jess Saunders
Outpatient Transformation Support Officer, Outpatient Transformation Team,
Royal Cornwall Hospitals NHS Trust
Submitted on 29/07/2021 at 14:51
Published on Care Opinion at 14:51


picture of Jess Saunders

Dear Derek42,

Thank you for taking the time to share your story with us. Please firstly accept my apologies for the delay in responding to you on here. I was very sorry to read that you experienced long delays in our Emergency Department and that there was no water available or food offered to you.

I am responding to you as a member of the Patient and Family Experience team here at the Royal Cornwall Hospitals Trust, but I have already shared your story with the Matron for the area, asking her to share your feedback with the team in the Emergency Department so they can reflect on your experience and make improvements where possible.

Thank you again for taking the time to share your story with us.

Best wishes,

Jess

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Response from Jane Michell, Complaints Manager, Royal Cornwall Hospitals NHS Trust 3 years ago
Jane Michell
Complaints Manager,
Royal Cornwall Hospitals NHS Trust
Submitted on 30/07/2021 at 15:57
Published on Care Opinion at 15:57


Dear Derek42

My name is Jane and I am the Clinical matron for Emergency Care.

Firstly I would like to apologise for the delay in responding to your post on Care Opinion, but I am aware that we have already discussed these issues over the phone last week following your informal complaint to the Patient Experience Team.

I hope following our conversation that I have explained the reasons for the long wait and answered all your questions regarding the other issues you raised. Once again I apologise for the deficits in your care and wish to assure you that the actions we discussed have been carried out.

I hope you are recovering well

Kind Regards

Jane

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