"A & E visit"

Having been sent to A & E in an ambulance by her GP my 83 year old mother spent 7 hours on a trolley in this department whilst being assessed for breathing problems. The department was extremely busy. In this time I estimate she had aproximately 40 mins contact with medical staff including x-ray. As ill as she was whilst waiting she commented on the 3 types of waste she observed. Time, energy and professionalism. At one single time we observed 7 doctors and 5 nurses all gathered behind desks for a 20 minute period, a doctor changing a pillow case and what seemed to be general disorganisation. We were not told what was happening and for long periods were simply left waiting . I would like to commend a particular HCA who was not only caring and compassionate but did her best to ensure my mum's clinical needs were met whilst we were in an area waiting to be moved to a ward. It was only when I asked who was in charge so I could make a complaint that my mum was transferred to a ward. The leaflet about complaints that is available in the department is considerably out-of-date and names Clayton Hospital as one of the Trusts facilities.