"Efficiency"

About: Epsom Hospital

I reluctantly returned to Epsom A&E Department after having walked out 5 years previously with my baby daughter having waited from 3 hours to be seen by a doctor. This evening we arrived once more to an almost empty waiting room. I am currently writing this whilst in A&E having waited just 30 minutes to see a nurse and 2 hours and counting to see a doctor. I fully expect that when busy or near maximum capacity waiting times can be long and priority is given to those in most need. However, in a near empty department with staff showing no apparent urgency I am perplexed as to why waiting times were so long. This experience is consistent with my other experiences here. I suspect that the ratio of doctors to nurses is wrong as much of this waiting time and inefficiency seems to a result of patients and nurses waiting for doctors with the relevant authority to make a decision. I recognise that budget cuts and constant changes make delivering a service as we would like difficult. Nevertheless, I feel duty bound to raise these matters and would appreciate clarification on doctor ratios at the A&E department. It would also be useful if the nurse with responsibility for the department would be a little more visable. I appreciate that you may strongly disagree with my assessment of treatment. But as a professional - used to receiving feedback from service users - I hope that you will take it in the spirit in which its given. I am a passionate supporter of our NHS but on this and my other previous interactions standards could have been higher and something you will want to address. Kind Regards

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Epsom Hospital

We do value feedback from patients which and thank you for taking the time to detail your recent visit. As a Trust we are very proud of our A&E waiting time figures, which are consistently below the national target of four hours. However, it does seem staff could have been more attentive to your needs, and provide more information to you. We apologise for that. It would be helpful to find out a little more about your visit and what explanations you were given by staff as to why you were not being seen to. Please contact our patient advice and liaison team (PALS) on 020 8296 2508 or email pals@esth.nhs.uk with a bit more information about your visit. Further information is available on our website at www.epsom-sthelier.nhs.uk/pals. James Marsh Joint Medical Director

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story