"Eventually seen that night, nearly 10 hours after arriving"

I attended the Accident and Emergency Deptartment at Wishaw General with my mother, who is in her seventies in early March 2022. She was suffering from severe pain in her femur which she had had surgery on several months before and was unable to weight bear. We arrived at late morning, the department did looked fairly busy and at that point waiting times for Majors was 3hrs and Minors 2hrs. 

Monklands is our local hospital but given my mum had a femoral nailing in Wishaw in September on the area where she was suffering the pain, we attended there because of the orthopaedic service. My mum was triaged  after approximately an hour and was told by the nurse that she would have been better attending Monklands and if she needed orthopaedic intervention she could have been referred. The nurse then said she would see if someone from orthopaedics would see her. 

After around 4 hrs of sitting in the waiting room, I asked reception staff if they had any idea as to how long we would have to wait to be seen by a Doctor and was abruptly told they couldn't give a time but there were 10 patients in front of her still to be seen.

Another couple of hours passed and no orthopaedic Doctor appeared and she still waited to be seen by anyone. I asked on several occasions where my mum was in the queue and each time was never given a definite answer from the reception staff who in my view, overall weren't very pleasant.

As we sat there that day I felt quite appalled at the overall treatment of patients. People sat in pain and although asked for pain relief, no one seemed to be in a hurry to help them, there was no communication with patients as to why they were waiting so long  and the attitude of the reception staff was poor and they also spoke loudly and abrubtly for everyone in the waiting area to hear them. I felt the nurse who triaged my mum made no attempt to communicate what was happening with regards to the orthopaedic Doctor seeing her, also.

My mum was eventually seen that night, nearly 10hrs after she arrived in the department. I understand that Accident and Emergency Departments are being stretched to their limits but how a 10hr wait can be seen to be acceptable, with zero communication or care given throughout this wait is appalling.