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"Waiting in emergency department"

About: University Hospital Wishaw / Accident & Emergency

(as a service user),

My mum who is in her 80's was seen at home by GP and referred directly to the medical team at Wishaw hospital with a suspected DVT.

We had to sit in the waiting room to be assessed 

Initially we waited not too long and she had blood tests ecg vital signs done and then asked to wait in A&E sitting area again where we waited almost 5 1/2 hours before being given antibiotics and told to return next day for dopplar.

I cannot fault the staff who dealt with her but having people of her age left in waiting area for that length of time is horrific 

I insisted to stay with her but several people came in alone, 1 lady was brought by ambulance in her dressing gown and after initial assessment was left alone the lady became distressed and I went to check on her she needed the toilet but was unable to go unaided I asked a nurse if they could help, but after 45 minutes still no one came so I asked the receptionist to help, who also asked a nurse, but no one helped and in the end the receptionist themself helped the lady. 

At no point in the 4 hours that followed did anyone check on all the people who were referred - many of them elderly and alone.

No one was offered fluid, food or toilet assistance. 

One patient was lying on the floor screaming in pain and vomiting, and despite their family frequently requesting assistance they received none until the patient collapsed. All this witnessed by children and frail elderly patients and it was distressing for me never mind them.

I am a former nurse, I found the level of care in the department when we attended was to say the least appalling. 

Surely someone could be responsible to check on these patients every hour to check they are well.

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Responses

Response from Yvonne Ross, Patient Affairs Manager, University Hospital Wishaw, NHS Lanarkshire last month
Yvonne Ross
Patient Affairs Manager, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 28/06/2022 at 16:52
Published on Care Opinion at 16:52


picture of Yvonne Ross

Dear Dib50

I am really sorry to hear that your mum had cause to attend the Emergency Department and apologise for the waiting time for her to be seen. I understand your concerns around this, and would be keen to discuss this and the issues raised relating to the other patients you witnessed in the waiting area at that time. Can I ask that you please contact Patient Affairs on 01698 366558 or 366681.

Kind regards

Yvonne Ross

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Response from Yvonne Ross, Patient Affairs Manager, University Hospital Wishaw, NHS Lanarkshire last month
Yvonne Ross
Patient Affairs Manager, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 05/07/2022 at 11:30
Published on Care Opinion at 11:30


picture of Yvonne Ross

Dear Dib50

Many thanks for taking the time to call me last week. It was lovely to speak with you and gain information around you and your mum's experience of the Emergency Department. I have shared your feedback with the Senior Nurse for Emergency Medicine as discussed and we both just wanted to thank you for highlighting this. We value feedback like this so that we can look at ways of improving patient experience.

Many thanks

Yvonne Ross

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Dib50 (a service user)

Thank you for spending the time to listen to my concerns and look at ways to resolve some of the issues

I really appreciate the fact you have responded in a very prompt and positive way

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