"I recently accompanied my wife ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as a relative),

What I liked

I recently accompanied my wife to A & E who had a badly sprained ankle that was causing concern. We arrived about 10.00 on a Saturday morning and it was quiet. The receptionist had an awful attitude and didn’t really want to refer on my wife to a doctor but we persevered and eventually got appointment. During a one and half hour wait several people came in for treatment and had to wait several minutes for the receptionist to sort them out. Reception area was a mess with leaking water dripping from the ceiling into 3 buckets on the floor which blocked access to the reception – not what you would expect!

Eventually we saw a doctor and we went for an x-ray which was carried out within 10 mins and as no broken bones and with some treatment advise we left. In the emergency room whilst we waited for the x-ray results the nursing and doctor staff appeared to be extremely competent but were rushing about trying to cope with the influx of patients – organised chaos

What could be improved

Dripping water in casualty reception area from the celing with exposed electrical cabling is not acceptable - where was maintenance dept.

Story from NHS Choices

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Responses

Response from Queen Elizabeth I I Hospital

We are sorry that you were not satisfied with your wife’s treatment when both of you visited the QEII’s A&E. We have passed your comments back to the team, who will ensure that they are acted on

With regard to the roof, our estates team provides emergency cover, 24-hours a day, every day of the year. It was alerted to the leak that developed in the A&E department and responded to the emergency call-out. Their first duty on arrival is always to ensure the area was safe for our staff and patients, as well as other visitors. This may include making temporary arrangements, including isolating wiring as needs be. The problem is then fixed as quickly as possible – which sometimes requires contractors to come on site for larger and/or specialist repairs

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