"Very very very dissatisfied"

About: Queen's Hospital (Romford)

Anything else?

I had a very bad ear pain and was referred to A&E at ENT dept. The doctor whom my GP talked said, she had 4 patients in front and I would have to wait for 2 hrs. I arrived at 5pm and was informed the doctor who was supposed to see me is taking blood test and won't be long after an hour when I inquired I was told she is looking at another patient and won't be long. Waited for another hour and when asked was told she has gone home. It is now 10pm nearly 5 hrs since I arrive: and when asked about delay, I was told they are now changing the shift and will have to wraith when the doctor would be available. During all this 7 hrs wait non of the staff bothered to take my observations all I could hear was staff giggling and laughing loudly. At around 1 o'clock when I said I was diabetic they did the observation and called the doctor after 9 hours wait. It seems Queens is doing us a favour by treating - even the animals are treated with respect but not at Queens. Prefer to suffer than going there

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Response from Queen's Hospital

I am so sorry that you had to deal with such an unacceptably long wait. We do have to deal with people in order of clinical priority, but this is still no excuse for poor communication and not keeping you informed. I would like to investigate this issue further to also understand if anything else could be done by your own doctor. You can contact me though our PALS service on 01708 435454 or email PALS@bhrhospitals.nhs.uk Yours sincerely, Stephen Burgess Medical Director

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