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24 Hours in A & E

Story from nhs.uk

"24 Hours in A & E"

About: Barnet Hospital

My 97 year old mother who has advanced dementia, was admitted by ambulance yesterday evening after a fall and almost 24hours later is still waiting in A&E for a hospital bed. She has a broken hip and is suffering extreme pain and distress. A&E staff do not answer the phones; I tried calling 9 x this evening and eventually got through only to be cut off. Stress levels extremely high.

Fully appreciate the pressure the team are working under but ask yourselves how you would feel if it were your mother or grandmother? Just not good enough - how long does it take to answer a phone?

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Responses

Response from Barnet Hospital 3 years ago
Barnet Hospital

Submitted on 07/10/2021 at 09:58
Published on nhs.uk at 18:22

Dear reviewer, we're very sorry to read about the trouble you've had getting through to our A&E department and fully appreciate how frustrating and distressing this must be when trying to check on a loved one. Our A&E department is continuing to experience an extremely high attendance rate, however this does not sound acceptable. We hope your mother is now settled and you are up to date with the plans for her care and treatment, but if you are still having trouble, please contact our PALS team who can support you - email bcfpals@nhs.net or telephone 0208 216 4924. We will also make the A&E team aware of your comment. Kind regards, the Patient Experience team.

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