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Care Opinion

A&E via 111

Posted By MonoDuck

"A&E via 111"

About: East Midlands Ambulance Service NHS Trust Lincoln County Hospital / Accident and emergency

(as a service user),

I visited A&E overnight at Lincoln County Hospital early in the new year after being told to get to A&E within an hour by the 111 service.

The A&E reception staff were clear and understanding as was triage. I was asked to return to the waiting area and was told I'd be seen by a doctor within roughly 30 minutes, however this ended up being a 2 hour wait.

After seeing the doctor, I was asked to return to the waiting room again whilst he phoned the on-call consultant. It was less than 30 minutes before the consultant appeared, in which, the a procedure was completed and I was allowed home.

I cannot fault the staff at Lincoln Country A&E, they were incredibly attentive and welcoming. However there did appear to be a distinct lack of staff and a long wait time considering the waiting room was barely full.

There were many people asking A&E reception where they were located in the queue. It would be good to have a TV screen with the average wait time.

It's recommended to phone the 111 service, however on this occasion I felt the service didn't provide much information apart from visit A&E.

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Responses

Response from East Midlands Ambulance Service NHS Trust 6 years ago
East Midlands Ambulance Service NHS Trust

Submitted on 05/01/2018 at 12:41
Published on Care Opinion at 12:44

Thank you MonoDuck for including us in your feedback.

If you would like to share your experience of our staff then please contact our Patient Advice and Liaison Service who will ensure your praise is passed on to the staff who attended you. They can be contacted via our website- http://www.emas.nhs.uk/your-service/patient-experience/

I hope you are recovering well.

Kind Regards,


Richard Hunter
Ambulance Operations Manager

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Response from Terri Reeve, Senior Sister, Accident & Emergency, United Lincolnshire Hospitals NHS Trust 6 years ago
We are preparing to make a change
Terri Reeve
Senior Sister, Accident & Emergency,
United Lincolnshire Hospitals NHS Trust

Submitted on 08/01/2018 at 08:44
Published on Care Opinion at 10:40

Hello Monoduck

I would firstly like to thank you for taking the time to offer your feedback, it is much appreciated and helps us to improve our service.

I am please you found the staff on reception and in triage helpful, I will pass on this comment to the team. I am sorry that you had to wait longer than you were told. Unfortunately due to the unpredictability of Accident and Emergency sometimes the waiting times do fluctuate as we have to prioritise the most unwell patients.

I acknowledge the fact that we have no regular means of communication with patients in the waiting room and I understand this can be frustrating. I am currently in the process of having a system installed, which will communicate the pressures on the department with patients that are waiting, so that they can understand why they are waiting.

We have also recently increased the number of staff on a night shift as a response to increased pressure at that time.

I hope you find these actions reassuring, I would like to again apologise for your wait in A and E and thank you for your comments.

Regards

Terri Reeve

Senior Sister - Accident and Emergency

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