"Waiting time for admission"

I attended CAU with my mother, who is in her 80s, following referral for admission by GP. On arrival,  we were politely asked to wait in waiting room outside AAU and informed waiting time was 4-6hrs.  After approx 2hrs HCA asked all in waiting room if any drinks required & provided tea & biscuits. They came around taking individuals obs in the waiting room, there was no privacy for anyone & some individuals clearly in distress ( being sick, chest pain etc). One staff nurse rudely commented on fact my mum had several family members around her, stating they don't need us all here (maybe they didn't, but my mum did!! & it was a waiting room, not a ward!)

My mum wasn't seen by a Dr until after 9pm & finally given a bed in the CAU waiting area at 11 pm. I have to say apart from the rude nurse, all other staff were exceptionally professional & kind, they were under immense pressure & very busy. The noticeboard indicates changes made based on patients feedback stating a new triage approach has been adopted to prioritise need & boasts improved communication. Our experience did not lend itself to this approach being successful, given that my mum was finally put on oxygen at 10 pm when her obs indicated low sats several hrs before this.

We found communication poor & we were only invited into the CAU waiting area when I approached the night staff at 8.30 pm when my mum was the only person left in waiting room. My mum who is already ill was exhausted, vulnerable & in pain from sitting so long, she was not offered any evening meal & we felt abandoned at times. Fortunately, my mum had us to advocate on her behalf but there are many who don't.

I feel the managers of this department need to be on the floor & see what is happening & support the staff to ensure patients are seen in a timely manner without feeling that they are burdening them more. My thanks goes to the night staff on shift for being so attentive & kind.