"A&E Visit with seven month old Granson - Shambles"

About: Queen Elizabeth Hospital (Greater London)

Attended A&E on Friday evening with my Grandson after being asked to take him there via the NHS 111 service. Upon entering the room two nurses/doctor did an assessment of my Grandson, so far so good. Then the rest is history!!! In the two hours we sat there waiting to see the child specialist doctor only two other patients were taken into a cubicle to be seen, that's two in two hours!!! There were approximately eight other people in front of us so if we were to go by the two patience per hour scenario then we were due to be in for a long evening. As it happens we gave up and came home and took our chances... as it happens the NHS 111 were wrong.. The floor in the waiting room was a mess, wipes, tissues and a syringe which looked like used Calpol were on the floor, my Grandson wanted to play with the toys but we wouldn't let him God knows what he would have come away with.

Story from NHS Choices

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Response from Queen Elizabeth Hospital

I am very sorry that your experience when attending the Paediatric Emergency Department at the Queen Elizabeth Hospital recently was not of the standard that we endeavour to offer. In response to your comments I would first like to address the waiting time you experienced. As you have stated your grandson was assessed by two nurses, who would have given him a priority order using the national Manchester Triage assessment scale. Unfortunately, if another child with a higher priority arrives, requiring urgent treatment, that child would be given priority and this then increases the waiting time. The department has experienced a large increase of unwell children attending in recent months and this has put added strain on the service. I do understand that the delay and wait was distressing for you and your grandson and again I would like to offer my apology for this. With regards to the cleanliness of the waiting area I fully acknowledge that this was unacceptable. During the month of January the demand on our service has increased, with more than 150 children every day passing through the Paediatric Emergency Department. This additional demand has created additional pressure on the nursing staff and has also meant that additional cleaning has been required. An evening clean of the department has recently been introduced and this will be continually monitored to check it is effective. Thank you for taking the time to tell us about your experience and, again, please accept my sincere apology for the shortcoming in service you received when you and your grandson attended the department. Amanda Boggust, Senior Sister Paediatric Emergency Department

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