"A and E Assessment Wait Time Not Acceptable "

Thank you for taking the time to leave us some feedback about your recent experience of the Emergency Department (ED) at Conquest Hospital; we do appreciate it.

The Trust strives to provide a high standard of care to all patients, despite what continues to be extremely busy and challenging times, and we are therefore disappointed to read of your experience. Please accept our apologies for any concern or distress caused to you whilst you were unwell.

Unfortunately, ED's are regularly seeing large and ever increasing numbers of patients presenting for a wide range of illnesses and injuries, with many requiring emergency or life-saving treatment, and the unpredictability of these presentations does mean that at times, patients have to wait longer than we would like to be seen. We routinely encourage patients to access the most appropriate service for their symptoms to reduce waiting times in the ED's however, we also recognise patients are having difficulties accessing primary care services such as GP's.

Please also be assured that whilst you may have observed what you felt were staff congregating and not providing care, this was not the case. It is possible they were discussing individual patients, agreeing care pathways/onward referrals or other key elements of care that required a multi-disciplinary discussion.

Finally, please be assured that patients have always and continue to be able to provide feedback about their experience of care. The Friends and Family Test (FFT) is available in the ED, and the Trust's website (www.esht.nhs.uk) provides information on how to leave feedback.

We hope you have now recovered and are in better health.