"Parent refused entry to A and E with 18 month old daughter"

Our 18 month old daughter was brought to a and e yesterday on the advice of the 999 call handler after suffering a  convulsion of unknown origin at home lasting ten mins during which time  she was unresponsive and rigid. We were advised to use our own transport as an ambulance would be at least an hour - this was worrying although we understand services can be stretched. 

On arrival in A and E we were told repeatedly only one parent was allowed in to  a closed single assessment room with my daughter (covid rules) and the delivery of this message repeatedly seemed defensive despite stating we understood this multiple times. It was said by reception staff and then the attending nurse. Although the receptionist delivered this message with some empathy the nurse who came to the desk did not and was quite abrupt about this. We understand it’s a covid rule and that staff are following guidance but it wouldn’t hurt to deliver this message with a bit of compassion to the Individual situation and with some softening recognising parents and relatives may be stressed and worried. . Particularly  as we had heard the same message repeatedly and not once objected or questioned it or argued with it. 

Our daughter was assessed as quickly as I think would be usual and given what appears to have been entirely appropriate attention/assessment and treatment - very grateful for this, thank you to the staff attending her during the assessment. 

Communication however could have been improved.   Our daughter  was inside the assessment area for one hour without any update being communicated to parent two (waiting outside) which was really distressing and upsetting.  Although I think they may have presumed parent one had text or phoned they did not check this nor did they consider the issue with mobile phone signal within the department. Or the fact that not everyone would know they could connect to patient wi fi. 

Parent two entered the department for an update and was advised to call parent one. As mentioned, that is only useful or helpful If the mobile phone signal is strong enough. After repeated attempts between parents to communicate by telephone parent two entered again to ask if someone could please find out what was happening and ask parent two to come out and update as clearly there was no mobile phone signal in the building  - please keep in mind our sick child of 18months old was being held by parent one and they therefore could not simply come out and update parent two. If there had been an appropriately safe bed for her to be placed on (given her age) this may have been a possibility although still not ideal. Had there been some prompt re patient wi fi I don’t doubt parent one would have communicated earlier with parent two or vice versa. It shouldn’t be presumed everyone knows to connect to patient wi fi. 

The reception staff was very helpful and wanted to help me. I could tell he understood the predicament. 

My partner and I eventually swapped so I could be with our daughter after not knowing for one hour what had happened. This was on the advice of staff and confirmation it was ok to do so. 

This made the whole one parent rule “due to covid” seem weak. I understand covid restrictions and limiting persons in clinical areas but to then allow parents from the same household to swap seems conflicted because either way both of us were in there and the staff were exposed to both of us ether way.  What difference would it have made for us to be in there together with our daughter the whole time? 

After we swapped I had to ask for an update on what was actually happening and what had been done to my daughter and what the concern or suspicion was and I was advised that I was just waiting for a Porter to take her to ward 29. This was an hour after we swapped. And nothing was done for her in this time and no observations were repeated.  I don’t have issue with this as it may not have been indicated, however I  do feel communication could have been better as the staff knew I hadn’t been there for the initial assessment. 

I appreciate the service is stretched but an hour seems an inappropriate length of time to await a Porter . This felt even longer as I was left on a hard plastic chair  holding my child who must weigh at least a stone and a half. If the chair had been slightly more suited to a parent and child this may have been less of  a strain and seem less important to our experience but these small things are important. Particularly as most children would want held by their parents when feeling unwell. 

Communication and comfort across the time period we were there thus felt lacking. 

Don’t get me wrong staff were busy and they were cleaning and tidying equipment while we were there but surely it is not normal (irrespective of covid) to not update families or relatives on what has happened to their child. Or to communicate a bit more openly about what is going on.  As soon as we left a and e both parents were suddenly allowed to be with our daughter.  This is confusing and largely contradictory to the rationale in a and e re: covid, even in a higher acuity area. 

It felt to us as a family as it figure was used as a rational for rules that are inconsistent across many areas or the hospital despite it being for the same patient with the same clinical concern and same risks.