"Brave new world?"

About: Southmead Hospital

arrived at a&e via ambulance, which took slowest route possible, probably to delay arrivingat a&e as patients on strtetchers stacking up in corridors and ambulance staff having to wait in the entrance area with their patients as no cubicles available for ptients in this brand new hospital. having to wait nearly 4 hours in a chair, as elderely family member brought in on a chair. was in extreme discomfort but unable to be helped as no where for family member to be treated. Design of entrance doorway needs to be looked at as cold air coming in when doors opening and patients exposed to this while being stacked up here. Nothing done to patients in any form, such as asking if needs a blanket, how they are, just a wrist band put on, was told put in care of ambulance member but not asked if in pain or any obs done. The just couple of nurses were lovely but absoluetly impossible task to care for this constant stream of patients. Ambulance staff looked in disbelief of the situation. Poor communication from any management in the whole time we were there to just apologise for the wait and explain the situation what ever it was.? As such a big media build up of this fantastic new hospital, peoples expectations are high. many people, i'm sure staff also, in disbelief of the situation. However, when got taken to cubicle (lovely and spacious, so i kept being shown by the local TV news when your loved one is in distress you don't really care about the size of the cubicle you just want them seen to!)and seen by Dr and nurse, attitude was absolutely lovely, care was efficient, on the ball, professional and skillful.

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Response from Southmead Hospital

Dear Anonymous – thank you for taking the time and trouble to provide your views of the new A&E services at Southmead Hospital. I am sorry that you found the waiting area cold and the service so busy. Regrettably, the relocation of the A&E service has not lessened the demand and at peak times this means that patients can be still delayed before they are able to be seen. I was pleased to learn that once your relative was seen they received excellent professional care. With such a large and complex project, it is clear that the services are still “bedding in” and your feedback will be very valuable in helping overcome the initial teething problems to enable the Trust to ensure the services delivered match the infrastructure. I have passed your comments on to the project and departmental teams concerned to ensure that we are able to learn from your concerns. Thank you again for your valuable feedback and I hope that your relative is now making a good recovery. Kind regards – Steve Sykes Advice and Complaints Team

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