"Unpleasant Experience Overall"

Came to A&E with my husband on Friday night. The care provided by those employees was fantastic but the overall experience was AWFUL!

We went to the UCC and took a ticket and waited to be called as per the instructions. Only to see the Nurses and Reception staff pack away, take all of the patients who were booked in over to the main A&E Reception area. Nobody looked our way, the Receptionist just ignored us and it was only when one of the nurses saw the annoyance on our faces that she approached us and asked if we were ok and whether we had been told that they were closing and moving over to the other side.

When we went to A&E it was naturally busy. We were in A&E for 6 hours. There was nowhere to sit during the six hour period so me and my husband were stood for the whole time. Nobody even thought to bring out some extra chairs to line up alongside the walls where people could sit out of the way. There were poorly people everywhere it felt chaotic. Nobody knew who was in the line to be checked in, you couldn’t hear the Doctors/Nurses calling patients names out.

People were standing everywhere, wheelchairs plonked in the middle of waiting areas so no dignity for poorly patients who were sat there in pain, people sat on the floor.

There was a mix of patients there, including some with mental health problems. I knew this because one of the patients was walking about telling everyone he needed to beat someone up and that he had the munchies from all of the drugs he had been taking, to name a few of the tales he hold.

No sign of security until after 10pm. No sign of management walking through the department during this time.

There were Receptionists with trainers on, some with three quarter trousers and huge heels who could hardly walk. This just does not look professional.

Two patients were bleeding – there was blood which had dripped on the floor – it was at least 30 minutes before someone came and wiped the floor with what looked like a wet wipe and their foot! Not reassuring for a patient or their relative who has been waiting for hours.

The other thing was no communication. You know you have to wait when you go to A&E but it would be helpful to know what you are waiting for.

One of the consulting rooms, the blinds are bent so you can actually look into the room - no privacy - the room on the right as you enter the A&E area.

The care from the Doctor, Nurse, colleague who took bloods was great. It was clear they were trying their best and they were short staffed but the overall experience was poor.