"The staff on the emergency admissions ..."

About: Queen's Medical Centre

(as the patient),

What I liked

The staff on the emergency admissions ward at the city campus were extrememly rushed and stressed but still remained polite helpful and informative despite the awful conditions they were working in

What could be improved

the cleanliness of the ward and the fact that for the first part of my treatment i was sat in a waiting room which was dirty and had to answer private medical questions in front of other patients which is not acceptable

the waiting room also appeared to double as a staff room as nurses later sat in there eating food on a break not that they had long enough considering the hours they work

Then i had to spend hours on a trolley in fact i didnt get a proper bed until over 24 hrs later

Anything else?

as a cancer patient i think this level of care is unacceptable people should be treated with more dignity and the staff should not have to work in such conditions

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Response from Queen's Medical Centre

Dear Dawn

Thank you for your comments. The Emergency Admissions Unit at City Hospital campus was identified as requiring an amount of repair and maintenance work in late 2008. Since this ward would be closed for repairs, the 'deep clean' process for the ward was brought forward to early January 2009.

The procedure for admission to the unit has recently changed. It is now not necessary to use the waiting area to take personal details. A private area has been specifically set aside where patients can discuss their medical history or receive an examination.

It is far from acceptable to spend 24 hours on a trolley. Our aim is to ensure all patients are assessed and then moved to an appropriate ward as quickly as possible. We are sorry that this was not your experience on this occasion.

If you would like to discuss these issues further please call the Trust’s Complaints Team on 0115 924 9924 ext 62279.

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