"Gave up waiting after six hours"

I took my partner to William Harvey A&E, as he was having difficulty breathing due to COPD and was in pain in his back and neck from osteoporosis. Both of these conditions were making him very anxious and stressed. We checked the Wellness app before going and it told us the waiting time was about 2. 5 hours but on arrival a notice stuck to reception said 4 hours. However, we booked in, at 3pm, and he had blood pressure etc taken. About an hour later he was called in for bloods to be taken. By this time the waiting time notice had been changed to 5 hours, although the Waitless app still said 2. 5 hours.

We then had to sit in the small overcrowded waiting room.

At 6pm we asked how much longer and were told at least 1 hour - all the time he was getting more upset and stressed. By 8pm the waiting time had been increased to 6. 5 hours although the app only showed 3 hours. We waited until after handover and then asked again how much longer and were we were near the top but they couldn't say how much longer. At 9: 15 my partner discharged himself as he was so stressed and upset that he couldn't stay any longer.

On previous visits we did not have to stay in the waiting area until a doctor was ready but were moved into the emergency ward and onto a bed. At least when that was done he did not get stressed and anxious as the fantastic staff would check on him every so often and even though you had to wait for 8 or 9 hours you knew that the staff were busy but still had time to be attentive. But now you are left in the waiting area and nobody comes to check on you, unless you collapse like one old gentleman. Or other patients end up helping you.

Why has the process been changed? It does not seem to benefit either patients or the overworked staff?

What is the point, and expense, of the Waitless app as it is totally inaccurate for this A&E?