"6 hours wait in SAU"

About: Royal Stoke University Hospital

Anything else?

I arrived at the Surgical Assessment Unit (ward 100) at 18:05 and was directed to the reception waiting room where I sat for just over 90 mins before being called by the ward sister to complete my registration process and have three blood samples taken. I was told that the blood results would be back within two hours and during that wait I would be seen by a doctor to determine if in fact I had appendicitis. That was at 19:30. I then sat in the ward cubical until 23:30 without any update and seeing very little activity on the ward. I was not even offered a glass of water. I was not alone in my wait - other patients had been waiting much longer than I had! At 23:35 I discharged myself and went home. I don't expect the NHS to revolve around me but to be referred to the SAU with suspected appendicitis and then to be essentially ignored for six hours is rather appalling in my view.

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Responses

Response from University Hospitals of North Midlands

Dear Chris

I would like to express my regret for the poor experience you had when you attended SAU on Monday evening. The department was particularly busy on Monday afternoon and evening, which did lead to delays in patients being reviewed by a doctor.

Unlike A+E, SAU are not time limited and do not have a 4 hour target to achieve. All of our patients are triaged and seen in order or priority of condition and not necessarily in order of presentation to the department.

May I offer my sincere apologies for the fact that you felt ignored during your time with us. We take all complaints very seriously and your comments will be disseminated to all staff at the next team meeting for reflection and discussion.

Kind regards,

Alex Worsey, Matron

Response from Trust HQ

Dear Chris I would like to express my regret for the poor experience you had when you attended SAU on Monday evening. The department was particularly busy on Monday afternoon and evening, which did lead to delays in patients being reviewed by a doctor. All of our patients are triaged and seen in order or priority of condition and not necessarily in order of presentation to the department. May I offer my sincere apologies for the fact that you felt ignored during your time with us, this was not our intention. We take all complaints very seriously and your comments will be disseminated to all staff at the next team meeting for reflection and discussion. Regards Alex Worsey Matron

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