"Ambulance crew great but 3 hr wait in reception..."

About: Queen's Hospital (Romford)

After my 2 year old daughter had breathing difficulties we called an ambulance. The paramedics were amazing and treated her quickly & took her to hospital. On arrival we were shoved into a crowded waiting room with no spare seats & told my daughter was 11th in the queue to see a triage nurse. Once finally seen we were sent back to a waiting room where we could not sit down. I had to beg staff for a chair & we were told 12 people were seeing the doctor before us.

Nearly 3 hours after getting to Queens I asked staff how many more people did the doctor need to see before us and, was told 10! In the space of an hour, they had seen 3 children!

At this point we gave up and took our very unwell daughter home to her bed so she could get some sleep.

I would like to add that there was no fresh water availlable!

This is completely unacceptable leaving a child with respiratory problems untreated for that amount of time!

Furthermore, having had the misfortune of being at Queens for so long, might i point out that the hospital itself was filthy! It is an absolute disgrace, and no surprise that the hospital is under 'special measures'. What kind of hospital is only capable of seeing 3 children in such an enormous space of time, especially when it is the only A&E covering an area stretching from Basildon to London? Rest assured that my complaint will be forwarded to my local MP, the Minister for Health and any central or independant NHS complaints authorities.

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Response from Queen's Hospital

Thank you for taking the time to make us aware of your experience, I was very sorry to read of the long wait you encountered in our Paediatric A&E department. Unfortunately, we are not able to determine how many patients are going to access our Emergency Department on any one day and patients that do access the service are triaged based on their clinical need, which can sometimes result in a patients waiting longer than we would like. I was also very sorry to hear the concerns you raised regarding the cleanliness of the hospital. I will ensure your feedback is passed on to the Department and on to our domestic team. If however, you would like to discuss your concerns further, please contact our PALS team on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours sincerely

Kathryn Halford

Chief Nurse

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