"Slow and uncaring"

Thank you taking the time to post your comments on NHS Choices about your attendance at the Emergency Department at the Royal Victoria Infirmary in October last year. As your comment is posted anonymously, we are unable to investigate your concerns in detail. We can say that the usual pathway for patients attending the Emergency Department with mental health issues is as follows: All patients will have an initial conversation with a registered nurse who will then arrange for further more detailed assessment and a triage category will be allocated. Triage category is determined by the patients’ clinical presentation and clinical need at that time. This will determine expected waiting time to be seen. All patients presenting with mental health issues are seen by an Emergency Department doctor and then their case is discussed with the mental health team. They then make a decision based upon the information provided as to whether a face to face consultation is required or the patient can be followed up by community services. I would wish to reassure you that the medical staff would not have discharged you if they felt you were at risk and we would like to apologise to you that you did not feel fully reassured by, or involved in, the decision to discharge you. In response to your concerns about your increased waiting time in the Emergency Department. Again we would wish to reassure that the Department achieves above the national target set of 95% of all patients being seen, admitted or discharged within four hours, and we are sorry if your wait was longer than this. We do encourage patients to speak to a nurse or the reception if they feel their condition worsens in the department. Once again, as your comments are anonymous we are unable to explore the specific issues you have raised but would welcome the opportunity to directly address your concerns. If you wish to take this opportunity, please contact us and we can further investigate. You can do this by contacting Angela McNab – Matron, Emergency Department or Mr P Anderson, Patient Relation Manager, or one of his team, on 0191 233 6161.