"Hours of waiting for basic treatment"

About: The Great Western Hospital

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My Mother (aged 80) has been referred to GWH Kingfisher ward to have intravenous antibiotics. She was instructed by her GP to go there immediately. We waited for two and half hours in a room with 8 other patient and ignored souls, before being assessed. The first visit took 4 hours, for an I/v injection which took 15 minutes. She had to return the following day for 15 minutes treatment and had to wait for 5 hours... Yesterday she had to wait to see a doctor and have a blood test, plus the 15 minutes of treatment. Waiting time 6 hours.

We were promised that after the first visit things would speed up... Instead it look even longer.

The staff were kind and helpful when they appeared. but the waiting room was at the end of the corridor and out of the way. The staff appeared occasionally. The waiting patients were often elderly, disabled and unwell. If a nurse came to start treatment, but had to go for something, another 45 minutes would pass before she reappeared.. All the patients in the room were waiting...waiting, quietly, uncomplaining waiting. All had been there for several hours.

My mother was supplied with sandwiches for lunch, but there was nothing for those accompanying the patients. (often elderly and disabled themselves). Water was on offer, but no tea or coffee.

She goes back today accompanied by 80 year husband. They are resigned to having to wait for 4 -6 hours.

This is unreasonable. Who can we contact to get this service improved? This attitude to vulnerable patients does not meet with any of the GWH's four mission aims..

Service - to put customers first

Team work - to work together

Ambition - to provide the best service

Respect - to act with integrity

Story from NHS Choices

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Response from The Great Western Hospital

Thank you for taking the time to let us know about you mother’s experience. Please accept my apologies for the length of time they were kept waiting in Kingfisher.

This winter has been one of the busiest periods ever seen at the hospital and this has affected services. We are currently in the process of recruiting additional, permanent, nurses to try and improve waiting times and the availability of our staff on the wards.

Because NHS Choices is anonymous, we don’t have your contact details and can’t respond personally. It would be really helpful to us if you could contact our Customer Service Team, so that we can discuss the problems your mother encountered in more detail and try to improve the service for the future.

Our team can be contacted on 01793 60 4031 or by email to pals.team@gwh.nhs.uk

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