"A&E Visit"

About: James Paget University Hospital

I have left JPH A&E disgusted today. I presented at 3pm with a 14 yr old with a suspected broken finger. Waited about an hr to be seen, sent to X-ray, then returned to A&E, waited another hour and half to be seen, but gave up and came away. I feel it's absolutely unacceptable for anyone to wait over two hrs, let alone with a child. We rarely use the NHS, and have found you don't even seem to get a service that is acceptable when you do try and access services! Disgusting!

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Response from James Paget University Hospital

I'm really sorry that our service wasn't what you expected or wanted. I hope your 14 year old is recovering. Unfortunately A&E is often a really busy place and sometimes our patients wait longer than they and we would like. We have to see patients based on clinical need, and have done a lot of work to make sure we can streamline our systems and the way we work to limit delays. Some do arrive here when they could have been seen elsewhere - their GP, other healthcare professionals, out of hours, 111 service, and these are messages that we often put out to the media to try and remind people to limit the pressure on A&E services. Once patients have arrived at A&E we have a duty to treat them. Our priority is their safety and their experience of our services. You may not be aware that there is a national target to treat 95% of patients within four hours. We are one of the few hospitals that have consistently achieved this target. It is a requirement, but it is also something we want to do for our patients. If you would like to talk to anyone about your experience, please contact our Patient Advice and Liaison Service, further details available on our website at this link http://www.jpaget.nhs.uk/patients-visitors/patient-advice-liaison-service-(pals)-and-complaints/ Ann Filby, Head of Communications

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