"Very poor prioritisation and communication"

About: Bedford Hospital South Wing

Arrived at 6pm with mother in law, following fall, had to press for assistance getting her out of the car. At 76 and with increasing discomfort she was left in chair for 3 hours, despite everyone else being seen by a nurse fairly swiftly, and due to a process we were not told about that meant she was placed in a doctor only queue, which essentially meant absolutely no pain relief or care until the doctor became available and a process we only found out after pressing reception for clarification on the waiting time, 2 hours in. It turned out that she had a broken hip! but just left without any triage or pain relief despite it being promised by reception after 2 hours.

Clearly if you're of an age that means you suffer without causing a huge fuss you're put at the bottom of the priority list - completely ageist and unprofessional attitude so

I would advise anyone who finds themselves in a situation where an elderly loved one has fallen to call an ambulance and tell them to express their pain level loudly and ignore their good character. Following the 3 hour wait in the hot and distressing reception area my wife then experienced further significant waiting and multiple interactions followed without any sense that each medical professional had captured or shared information with each other - same questions repeated. Generally the environment was dirty and hot - blood on the floor next to me, toilet door broken and no sign that anyone was monitoring the conditions.

Some of the staff were very helpful and professional (Station Nurse; Night shift Registrar, X-ray staff) but others were fairly rude but the issues were firstly a lack of communication and secondly the management & process to deal with this case was ineffective and caused unnecessary distress and pain. In total it took 8 hours to diagnose and settle a 76 year old lady into a ward following a hip break.

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