"Waited 2 hours in A&E waiting room"

About: Balfour Hospital / Accident & Emergency

(as a parent/guardian),

I went with my daughter to A&E.

We had to wait for being seen for more than 2 hrs and I must say that chairs in the waiting area are very uncomfortable.

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Responses

Response from Julie Tait, Patient Experience Officer, NHS Orkney

Dear AKMW

I am very sorry to hear that you experienced delays in our A&E department and that the chairs in the waiting area were uncomfortable. I would like to thank you for getting in touch and raising these issues with us.

Without more detail, it is difficult to provide you with a specific response but I will discuss these issues with the senior nurse in our A&E department and alert her to the concerns you have raised. I would hope to have some further information for you once I have spoken with her.

If you would like to discuss your concerns in more detail, please don't hesitate to get in touch. You can contact me through the following contact details:

email: julietait@nhs.net Telephone: 01856 888221

Julie Tait

Patient Experience Officer

Garden House

New Scapa Road

Kirkwall

KW15 1BQ

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Response from Julie Tait, Patient Experience Officer, NHS Orkney

Dear AKMW

Further to our message above, I have now spoken with the Senior Charge Nurse in charge of A&E.

She is very sorry you have had cause to raise these issues and advises that casualty patients are seen as quickly as possible. Our A&E department is also the receiving area for all acute patients who are admitted to the hospital and this can cause there to be delays to non-emergency cases. There may have been several reasons for delays on the day you attended. These can include waiting for medical assessment or results, arranging diagnostic procedures, alongside staff dealing with emergency admissions. We work hard to achieve national targets for getting patients admitted, seen and discharged within the 4 hour guidelines.

We can only apologise again that you felt you had an unacceptable wait and hope that the above provides you with some further information as to why this may have happened.

Kind regards

Julie Tait

Patient Experience Officer

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Update posted by AKMW (a parent/guardian)

Dear Julie,

Thank your for your response.Just to clarify - I was very pleased with staff approach and I am fully aware about waiting times in A&E.

I just wanted to say that waiting area could be improved with more comfortable chairs.

Thank you.

Updates, changes and questions related to this story