"Patient waiting times at pilgrim hospital"

About: Pilgrim Hospital / Accident and emergency Pilgrim Hospital / X-ray and Scans

(as the patient),

On the morning of 19th June I fell and broke my ankle. As this was not urgent I phoned 111 and was very surprised at how quickly the ambulance arrived. On arrival at Pilgrim Hospital A&E Dept I had to wait for a considerable time on the ambulance trolley before an A&E trolley became available. This delayed the ambulance crew, preventing them from being on call for any emergencies. (There was also another ambulance crew waiting with a patient. ).

Eventually I was transferred to an A&E trolley which had to be left in the centre of the department as there was no available cubicle. Later there was also another patient on a trolley left beside mine. A passing nurse looked at the obvious large swelling on my ankle and said “That will need an Xray”, then after a while a second nurse looked quickly at my ankle and said “That's one for Xray”. After a further wait a doctor said that I needed an Xray and that he would ask for a porter to take me in a while. After more waiting I was taken into a cubicle where I was left waiting for a further time, then I was moved to a different cubicle where I had yet another wait. A porter at last took me to Xray where I waited for my turn, then I waited for another porter to take me back to A&E.

I did not have anyone accompanying me so it was quite a lonely and confusing experience.

I waited again in A&E until the doctor said the Xrays did indeed show a fracture, which was no surprise as I had known it was fractured since I fell hours earlier. After another wait a porter took me in a wheelchair to the plaster technician and HE was waiting for ME!

He was very efficient, supportive and helpful. A friend arrived to collect me and took me home at approx 6.00pm, very thirsty, hungry and needing a wee! ! I am not complaining about any of the staff, just the inefficiency of a system which seemed to waste many hours of everyone's time unnecessarily and should be modernised.

............ If only the following could have happened: -

When I enter A&E on the ambulance trolley a doctor glances at my swollen ankle and asks a porter to take me to Xray in a wheelchair with a leg-support. After Xray I am taken to the waiting room of the fracture clinic. When the fracture is confirmed I am taken to the plaster technician, then I can go home in time for lunch!

This would save ambulances wasting their time, patients being left for hours on A&E trolleys and taking up cubicle rooms where more serious cases should be, and it would also be much quicker and more efficient for everyone involved in A&E.

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Response from United Lincolnshire Hospitals NHS Trust

Dear blackbird123

Thank you for taking the time to share your experiences. We would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We are very concerned to hear about your time in A&E and recognise that this was very frustrating for you. Your feedback has been shared with the senior management team responsible for this service. If you would like to contact a member of the senior management team to discuss the described issues we would be more than happy with this.

The contact number to use is 01205 445361, please ask to speak to either Michael Brunton (Matron for Emergency Care) or Helen Callaghan (Nurse Consultant Emergency Care).

You can also contact the PALS service via the following email address PALS@ulh.nhs.uk

Lynda Stockwell

Head of Nursing

Pilgrimn Hospital

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