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Care Opinion

14 hour wait in A&E

Posted By JDA

"14 hour wait in A&E"

About: Forth Valley Royal Hospital / Accident & emergency

(as the patient),

Last week I waited in A&E for 14 hours. Throughout this time I was in a trolley near the main nurses and doctors station and moved to another room whilst I waited to be seen.

At various points, I heard conversations outside the curtain about ‘bed waits’ and ‘blocked beds’. And other similar terms of reference.

Not at any point was there any reference to a ‘patient’. I heard no care and compassion and no thought for the ill and sick people that were ‘bed waits’.

It’s hard enough being in hospital without being made to feel berated by staff..why did you come here??

This was doctors and nurses at all levels and at one point I saw what I assume to be managers accusing nurses of being too slow! 

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Responses

Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley 6 years ago
Glynis Fotheringham
Senior Charge Nurse , Emergency Department FVRH and MIU in SCH,
ForthValley

I am responsible for the day to day running of the Emergency Department and MIU in SCH

Submitted on 20/12/2017 at 12:57
Published on Care Opinion at 14:42

Dear JDA,


I would like to apologise for the wait you had within our Emergency department, I would also like to reassure you that care for our patients is always our number one priority.

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Response from Amanda Crawford, Patient Relations Lead, Patient Relations, NHS Forth Valley 6 years ago
Amanda Crawford
Patient Relations Lead, Patient Relations,
NHS Forth Valley

Head of Complaints

Submitted on 27/12/2017 at 08:23
Published on Care Opinion at 11:32

Dear JDA,

From the outset I would like to apologise for your experience when attending the Emergency Department in FVRH.

It is accepted that the ED can at times be a pressured area, however staff always attempt to deliver high quality care in a timely fashion.

I deeply regret to hear that you were waiting in the ED for such a protracted period of time, this is not patient centred and I can see how much additional anxiety this may have caused you.

The way we communicate is an important part of our role and I can see that at points the communication you both received and overheard was not of the standard I would have expected. I am sincerely sorry for this, and I value your feedback. We will use this to help shape how we develop our staff and service going forward.

Regards

Patrick

Patrick Rafferty

Head of Nursing

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