"Completely unacceptable A&E deparment!"

About: Royal Stoke University Hospital

I have attended A&E Department (following telephone consultation with 111) with a history of two head injuries, blood vomiting and dizziness (around 11.45pm).

I have been seen by the triage nurse pretty quickly, who took the history, checked my pressure, temperature, sugar levels etc and then advised the doctor would see me as soon as possible. I understand A&E departments are usually busy and I understood I'd have to wait an hour, two, maximum three to get checked over by the doctor.

Despite my symptoms getting worse, and I was constantly feeling like I was going to pass out, I have been waiting to see a doctor for more than 7 hours!! 7 hours of waiting to get checked over being sat there with obvious concussion and keep on feeling worse and worse.

On many occasions I was asking for help because of my symptoms getting worse, I was keep on being told there were 6 people in front of me, although there were no new admissions and I was noticing many people being discharged in the mean time.

Finally got round to see a doctor around 7 o'clock in the morning. I must admit the care I received by the nurses and the doctor was professional and I felt like somebody actually cared about me and my symptoms. The doctor was a very nice, was keep on apologizing for the long wait and within around 20 minutes I had CT scan and X-ray arranged, blood tests, and I have also been given a cubicle and drip to hydrate me. The nurses were very nice and professional, and easy to talk to.

After all my results coming back satisfactory, I have been sent over to the AEC, where I have been checked over again and also has an ECG scan.

I have been discharged around 1PM with a prescription for my stomach.

I found it totally unacceptable to have 7 hours of waiting time with such serious symptoms, especially when this was the first time I had such a distressing and scary accident.I was very worries about myself. In case of an emergency I will definitely not visit this hospital. I do not recommend this A&E department at all.

I would also be grateful if somebody could please respond to this complaint and give me further instructions on how to formally complaint regarding the above.

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Response from University Hospitals of North Midlands

Dear "JG"

Thank you for taking the time to provide us with feedback about your experience of University Hospitals of North Midlands.

If you would like to contact our PALS Team (Patient Advice and Liaison Service) so that they can investigate the issues that you have raised further. The PALS Team can be contacted on 01782 676450 or 01782 676455 or by emailing patient.advice@uhns.nhs.uk.

Thank you and best wishes