"A and E Department"

Dear Michaela, Thank you for your recent feedback about our Trust and we are very sorry that your experience was not what you expected. However, we have investigated your concerns and would like to offer the following response, which we hope answers the concerns you have raised. regarding the receptionist appeating to be more concerned about changing the your address than getting you seen, we appreciate the you were in discomfort when you attended, however it is extremely important that we have an accurate address for all patients for any further correspondence, I apologise if this was not explained at the time. You refer to other patients being seen before you. Unfortunately the department had been extremely busy on the day of your attendance, therefore a lot of the patients had been waiting in excess of two hours and therefore the nurses in the department were trying to triage children and anyone with chest pains as these were potentially the most serious patients we had in the department at the time. You highlight that you waited two and a half hours to be seen by a doctor and our system and records show that your wait was just under 2 hours. As we have already said, the department was extremely busy on the day, but we apologise for this inconvenience Regarding the doctor failing to document that he had administered any medication to you, I am sorry this occurred and would like to assure you that I have asked the doctor's mentor to discuss this matter with him to prevent any reoccurrence. I need to clarify that an ultrasound scan is not routinely performed from the Emergency Department. It is usually requested as an out -patient investigation by the GP, unless the patient is admitted into the hospital under a speciality, in which case the speciality will request it. Overall our investigation into your attendance at the Emergency Department has show that you were seen and discharged within four hours, which in all honesty is the Emergency Department target. We can also see that you received a ull examination carried out by the attending doctor and all investigations and observations were within normal limits. We hope that you are receoverng well and am sorry that you are dissatisfied with your treatment, but would like to assure you that the attending doctor's management plan was correct. Yours Sincerely Nasreen Ahmed Sister/Clinical Governance and Risk Team