"Very inefficient handling of patients..."
About: West Middlesex University Hospital West Middlesex University Hospital Isleworth TW7 6AF
Posted via NHS Choices
What I liked
The doctor was friendly and seemed knowledgeable.
What could be improved
The processing of patients like me could be far more efficient.
I went to the A&E with a blocked ear due to wax.
The sequence of events that followed is as follows:
1 - I explained my problem to the receptionist, who asked me to register.
2 - I registered my details at the reception.
3 - I was seen by a nurse 10 minutes after registration who ascertained that my ear was indeed blocked.
4 - I waited for 3 hours to be seen by the doctor, who confirmed that my ear is blocked and recommended that I go to my GP to get it syringed.
I was told that syringing ears was not performed by the A&E.
When I asked why I wasn't told that syringing ears is not performed I was told that only the doctor can draw the final conclusion about the treatment.
Which of course I find to be inefficient nonsense.
Nurses should be empowered to draw conclusions in such straightforward cases.
Consider how the events above, and hence my customer satisfaction, could have been different if I was told syringing is not offered at step 3 above.
10 minutes after entering the A&E the patient is told that the treatment is not offered.
He leaves a bit frustrated but encouraged by the quick verdict and very little time is wasted.
The A&E waiting room is less congested and the rest of the patients are happier.