"Absolute chaos"

About: Queen's Medical Centre / Accident and emergency

The Emergency department was very busy when my frail 94 year old mother was admitted with chest pains at lunch time. All bays occupied. Patients on trolleys were arranged in grid system 5 x 3 in the middle of the unit.My mother who suffers with pressure sores and cannot mobilise independently was left on a trolley for 11 hours until a bed was available. This was unacceptable. We felt we couldn't leave her. Nurses were helpful but didn't seem t have any power. The people at the desk had excuses and my mother was confused and disorientated as well as needing her sleep. The department doesn't seem big enough and I dread to think how much longer mother would have been there if we hadn't been constantly asking.

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Response from Nottingham University Hospitals NHS Trust

I am so sorry to hear of your mother’s unacceptably long wait in our Emergency Department. You are correct in that our department was designed for 350 patients a day and we now see over 550 patients on average daily. We have a relentless focus internally on improving the timeliness of emergency patient care by improving the flow or patients in and through our hospitals, to prevent patients getting the poor experience like your mother did in our Emergency Department. This is now the experience we would wish for any of our patients, or indeed their families/carers.

Please do get in touch with me directly lucy.thow@nuh.nhs.uk or call 0115 9249924 ext. 70181 if it would be helpful to discuss your mother’s experience in more detail and I will describe more fully the work we are doing to bring improvements for our patients.

Kind regards,

Lucy Thow.

Matron, Emergency Department.