"Nighmare in A&E"

About: Manchester Royal Infirmary / Accident and emergency

Went to A&E last evening with my husband who was refered by our local GP.What a joke! We waited for 5 hrs after seeing a triage nurse and taken to a side unit,the nurse was extremely understanding and helpful bringing us both a hot drink this was 11.45pm.A porter came a while later and took us to EMSU ward and a further wait of 3 hrs to see the doctor and to be told my husband could go home. I feel like we would have waited a lot longer if we hadn,t insisted on the long wait.Everyone is so busy but I feel 8hrs is beyond acceptance.

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Story from NHS Choices

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Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to receive your comments and concerns via the NHS Choices website about your experiences when you visited the Emergency Department, Manchester Royal Infirmary. Lead Nurse Bartlett has reviewed the concerns you have raised and although it is very difficult to investigate the issues in great detail she would like to assure you that the concerns are taken very seriously. Lead Nurse Bartlett would like to apologise to both you and your husband for the long wait to be seen in the Emergency Department (ED).

The ED aims to see, treat and discharge all patients within the four hour national emergency access standard; unfortunately there are sometimes delays in accessing inpatient hospital beds. Lead Nurse Bartlett would like to explain that there have been significantly high attendances to the ED in recent months and there have been increased numbers of admissions to the Trust. Unfortunately when there are high numbers of patients requiring admission, this delays the transfer to the specialty areas, as in your case ESTU. Lead Nurse Bartlett is sorry that as a result of department pressures your husband experienced a long wait for a bed. It is however heartening to read that you were provided with refreshments whilst you were in the department as this is the standard of care she would expect.

Once again we would like to offer a sincere and genuine apology to you and your husband.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk