"Very unpleasant experience"

About: New Cross Hospital

Sent into A&E by gp via ambulance called by gp who was very concerned about my 5 month old baby who having breathing difficulties. When we arrived was put in a room which hadn't even been cleaned from the last patient they had to do it while u was standing there they checked his obs which his temperature was really high high pulse wheezing and shortness of breath then they put me in a frezzing waiting room with 2 open windows which were not able to be closed as they had no handled on them and was left there waiting for over 2 hours. When I asked receptionist if she could get someone to close the window she put her hand up to be and said she was too busy and that wasn't her job. I ended up having to go outside and push it closed my self as it was so cold everyone in the waiting room was complaint about it but none did anything. When I asked a passing staff member if they could find out how long we would have to wait as my baby was very poorly and also getting restless by now also I had no feeds with me as I wasn't expecting to be rushed in, in an ambulance I was told " there are more people here then just you , you know" Also people who came after me with older children were seen quickly and j was still waiting. When We was finally seen the care was good but the waiting is ridiculous especially with such a young baby. And if you arrive by ambulance you shouldn't be left in a waiting room with no monitoring for several hours.

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Response from The Royal Wolverhampton NHS Trust

Thank you for posting your comments relating to your experience in our Emergency Department. I am sorry for an distress that this matter has caused.

To enable me to look further into your concerns, I would be grateful if you can contact our Patient Advice and Liaison Service (PALS) on 01902 695362/695368 who can assist you further.

Kindest regards

Carol Bott

Head of Patient Experience and Public Involvement