"Visit to ED on two occasions"

About: Royal Cornwall Hospital (Treliske)

Anything else?

First visit to ED, it appeared disorganised ,staff were very stressed and busy . What I found quite shocking that no one was monitoring people while waiting to be seen. An individuals condition could have quite easily deteriorated and it would have gone unnoticed . The time waiting from the point of booking in , to being triaged for initial assessment is to long. There was two individuals who was obviously under the influence of alcohol expressing aggressive behaviour within the waiting area, security was called but at no point did ED staff considerer people in that area. You had poorly adults and children potentially placed in a vulnerable situation. I felt that the situation could have been dealt with a lot better, it almost felt that because you are not classed as a patient while waiting, you were not the staffs concern . In defence of the nursing and medical staff ED was very busy and it was relentless it didn't stop. The environment appeared stressed and disorganised and I do question where was the management ? Second visit to ED, my husband was taken to an area where the doctor could assess my husband. My husband was asked to lye on a bed that obviously wasn't cleaned after the last person. It had a sheet and paper roll that had been creased and dismantled and there was dried blood at the foot end of the bed. There was white marks all over the floor ? from POP and underneath the curtain it was noticed that a metal step ladder had blood drip marks all at the side of it . The actual doctor was lovely and I was happy with his conclusion and service but the environment itself was terrible.

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Response from Royal Cornwall Hospital (Treliske)

We are sorry that your recent experience was not as good as it should have been. We currently have a major building project underway which will not only enlarge the department, creating a seperate area for children and better privacy and dignity for patients, but will also significantly improve the environment. The first stage of the extension will be fully open in the next few weeks. That does not excuse any lapse in standards of cleanliness and we would always ask patients and relatives to let us know of any problems so we can put them right straight away. In a department where more than 200 patients can be moving in and out every day there can be isolated incidents where an area becomes soiled in between routine cleaning schedules. In these cases we do have a team which is able to respond at any time.

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