"It was a complete waste of time"

About: Whiston Hospital / Accident and emergency

(as a carer),

Much organisation needed. After phoning first I was told I needed to bring my mum she would need seeing too. The problem was a nose bleed, my mum takes warfarin. We had been the walk in centre in the morning, who said go to A&E if it doesn't improve and there's clots.

My mum is 91, after being in A&E 3 1/2 hours and whilst waiting she had a nose bleed that lasted 1/2 hour, I told the receptionist but nothing was done. Finally we saw a doctor who said - hold your nose for 15 mins and then see if it's stopped, do this for an hour. We had tried that all day, it would stop for a bit and start again. What a waste of 3 1/2 hours.

10 pm we got home, mum was exhausted and it was a complete waste of time. That was Saturday, it's now Wednesday and seems to be easing off. In all the years I have visited A&E with my mum there has only been the once that have been pleased in how we have been treated and the waiting time 😁😞

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Response from Whiston Hospital

We are sorry to hear that your recent visit to our Emergency Department was not to your expectations and we would like to assure you that your feedback and comments will be shared with our Emergency Department Staff to improve our patient experience and satisfaction in the future.

If you require any further information please contact the PALS department on 0151 430 1376.

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Update posted by LosttheWILL (a carer)

When I made the phone call and spoke to someone in A&E he could of asked more questions and gave more advice over the phone, it could of been one person less in the department and would of saved us a wasted visit. When you see the triage nurse first then why do you wait another 1/2-1 hour before you take bloods then your told it can take upto a 1 - 1 1/2 before results come back, take them if needed at the same time of the triage. I always feel that you just like to see the waiting room full of people, I'm sure if you had a person in control moving people on ASAP. The visit we had if was done properly should of taken 1/2 hour at the most because the response we got was a complete waste of time.

I've visited this department many many occasions with my elderly mum over the years and I can honestly say there's only been the one occasion we've been satisfied with. I know doctors and nurses try to do there best but there never seems to be any rushing. I think you need to employ somebody who can organise and priority case people because most of these people probably don't need to be there.

We visited the St. Helens walk in centre in the morning and it was extremely busy more so than the A&E, within 10 mins of being there my mum was seen to, advice was given and we were on our way, one person less in there waiting room. Well done walk in centre.

Response from Michael Vacara, Interim Patient Experience Manager, St Helens and Knowsley NHS Trust

We take all issues surrounding patient experience very seriously and we are extremely sorry that on this occasion your experience was not at the standard we would expect. Please contact our PALS team on 0151 430 1376 so that we can discuss this further with you.

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