"Mums A & E Attendance - The Patient Journey."

As someone who works in a hospital environment myself I know the importance of acknowledging people for a job well done.  I will just write what I wrote at the time as a contemporaneous note to pass the time as much as anything. So.....

We arrived at approx 1155am as a result of the need to check out a bang to the back of my mother's head as a result of falling in the kitchen and hitting her head on a slate tile floor. Bleeding wound and swelling. Checked in after short wait. Swabbed immediately for covid and got triaged by 1220pm. Bloods taken 1240pm and awaiting seen by Doctor. Settled in main reception at 1255pm after mum assisted to the toilet by nurse. Very well attended to. Advised morning wait after overnight was 13 hours but more doctors on and mum may may be prioritised due to age and nature of head trauma.

155pm called into green area to go into a cubicle to be seen. Heard her name called twice again over the tannoid to go to the green area. I told nurses she is here already in cubicle 1. Nurse Danielle advised this was a mix up and apology given with a reassurance they knew she was in green area.

210pm blood pressure taken by Danielle and doctor on his way we were told.

Nursing assistant helped mum to toilet after a request for help. Very pleasant and made mum feel comfortable and all done with no fuss.

318pm asked on 2 occasions how long as mum starting to get a little drowsy. Told a doctor (unknown) she was getting a little drowsy and it was 7 hours after heavy trauma to back of head from a fall. Assured doctor had notes and shouldn't be too long. Asked that doctor was told she was getting drowsy although it may just be tiredness. Was advised 2 emergencies in resus had caused some delay and apology for the longer than planned wait to see the doctor given.

340pm Doctor Banji saw mum. Excellent bedside manner and was thorough clinically and made mum feel very assured. Scan requested given head trauma although physical examination reassuring. Doctor said he would try to find out how many were in the scan queue before mum as I had said knowing that helped work out how long we might be further waiting. Very good service. Mum made to feel special and important.

415pm ish Nurse Danielle came in to take obs and some precautionary details just in case mum needed to stay a bit longer. Reassured it was just good planning in case to save time later. Hoped scan call will come soon but agreed to ring them if they hadn't called them in 15/20 minutes. Very pleasant nurse that made mum feel very well cared for.

430pm Dr. Banji popped head in to say 2 in front of mum for scan but fairly quick procedure so hoped it wouldn't be too much longer.

450pm mum taken off green area for CT scan. I stayed and had quick chat with Deputy Sister Laura ? who looked in control and came across as approachable and confident.

5.10pm. Back from scan. Porter engaged in banter with mum on the journey and she came back in good spirits.

545pm enquired whether results back. Dr Banji was checking screen as I asked not back yet. Advised its normally about an hour and explained the radiologist needed to interpret the scan before it got back to A and E. Mum thanked Dr Banji for his attention to her.

555pm Dr Banji came in to clean around the lacerations to mums head whilst awaiting the scan report.

620pm clinical supervisor came in to review clinical work and agreed with assessment of Doctor for no stitches Nurse will now come to dress the wound.

630pm nursing assistant came in to ask if we would like some water had a jug and some paper cups. We declined as we both had a bottle each but thought was appreciated.

635pm Dr McCormack came in to give one last oversight . Scalp clear and no need to dress wound and free to go after one last blood pressure check by Nurse Lauren. Pleasantries exchanged and got discharged after written advice given to mum from Dr Banji which he talked through with mum. Total time at A&E 6 hours 50 minutes.

Mum happy but an experience made better by interaction and empathy of all staff.

What was good from the service user perspective?

-Honesty about timescales helped prepare us for how long we may be here.

- Any questions asked were answered as helpfully as possible without non committal answers that didn't give me information and any questions that could not be answered were followed up and answered eg how many before mum for the scan was to help us manage the wait we might have. Instead of an answer such as it will be as quick as we can which wouldn't have helped Dr went and found out and knowing 2 in front gave us a better idea and prep for wait. Also offer to follow up if nothing heard after 45 mins or so was appreciated.

- staff came in regularly and often which made the wait not seem as long.

-clinical service was good and backed up by good bedside manner and basic good communication and listening made the wait much more manageable even though it was 5 hours from arrival before my mother went for a scan.

Please pass on our thanks to all in the Department and tell them they did an amazing job in very difficult conditions today.