"If your injury doesn't break you, the waiting..."

About: The Whittington Hospital

A&E Waiting time 1st time ....12 hrs 2nd time... 3 hrs and still waiting. Some basic improvements... 1. Let people know where they are in the queue. 2. Explain to people what the process is on arrival. 3. Try and deal with your patients with a smile or at least pretend you care. 4. Provide a bright and positive environment. 5. Provide comfortable chairs that don't injure your back after an hours wait. 6. Calming lighting 7. Provide food facilities which doesn't consist of sugar or junk food only. 8. Provide decent coffee or tea, assuming you get the machine to work again. 9. Maybe music or tv would be better than the constant humming of machinery. 10. Generally sort it out. I understand that it can get busy and the resources are hard to find but you must be able to do better. The eventual medical care is good... I think, but I'm not really qualified to really assess. Although still waiting on some painkillers which I'm not sure is going to arrive... We shall see...

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Response from The Whittington Hospital

Thank you for your feedback, we appreciate you making suggestions on how we can make our patients time in ED more comfortable. We have spoken to our matron in ED who has said that some of the things you have mentioned are currently being reviewed, such as how we keep our patients informed of the pathway or where they are within the triage process or indeed what a triage process is. Your feedback regarding the vending machines has been shared with the catering department who are are sorry to hear you were not happy. They have said that we are doing our best to introduce healthier options, and we have substituted most of our sugary and fizzy items to a much healthier options. We have included items such as gluten free/eat natural bars/ nuts/sugar free drinks/diet drinks/still water/ ice tea, and 100% fruit juices. Unfortunately the coffee machine was out of service when you tried to use it and we can understand how frustrating this may have been. We have a maintenance service agreement and the machines are serviced on a regular basis. Issues are discussed with the company as they arise. We understand that some small changes would make a significant difference to a patient's experience within ED and we are working on attaining these shortly. We are pleased that the medical care you received was good and wish to thank you for taking the time to contact us.

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