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Care Opinion

Poor Wait times and unhelpful staff

Story from nhs.uk

"Poor Wait times and unhelpful staff"

About: Poole Hospital

After calling 111 and be booked in to urgently treatment at Poole A&E due to breathing difficulties I was advised by 111 they will get me straight in for a chest xray, upon arrival I got told no your just here and will wait the same time as everyone else (2hrs 40 mins the screen said) I agreed and sat down and waited and waited and waited I was given a blood test a ECG and blood pressure test then left in pain in the waiting for a collective 7.5 hours in total by which point I just left.

The waiting area is small not ventilated and the water machine was broken leaving people such as myself being sat there for 7 plus hours with no hydration.

They had two small empty jugs aswel so aware machine is broken just not making and effort to provide basic needs to patients.

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Responses

Response from James Rowden, Patient Engagement Liaison, University Hospitals Dorset NHS Foundation Trust 3 weeks ago
James Rowden
Patient Engagement Liaison,
University Hospitals Dorset NHS Foundation Trust

Submitted on 12/04/2024 at 09:43
Published on Care Opinion at 09:43

picture of James Rowden

Dear Stacey,

Thank you for the feedback regarding your attendance at Poole A&E. I am sorry for the experiences you have reported and for the miscommunication which resulted in an unexpected wait. Following your posting I have liaised with the Senior Matron and the UTC Service Manager who have clarified with 111 the information they give out to patients. I am sorry that you had an expectation to be seen sooner. I must also apologise if you were waiting in pain. Normally a nurse is allocated to check on patients in the waiting room and monitor their pain and provide analgesia as required. This aspect of your visit is being investigated. The water machine is faulty in the waiting room and nursing staff have been asked to provide water jugs. I am very sorry if the jugs were not regularly kept topped up. Nursing staff are often busy looking after patients in the clinical areas and might not have been aware the jugs needed replenishing. The waiting area at Poole Hospital is noted to be a small space. The new BEACH building on the Royal Bournemouth Hospital site will be able to accommodate a greater capacity for patients accessing our Emergency Departments. I do hope that you have sought some medical treatment for the health concerns for which you originally telephoned 111 and that you are now more comfortable.

With Best Wishes

The Patient Experience Team

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