"Long wait at children's A&E"

About: Royal Gwent Hospital / Paediatrics

(as a parent/guardian),

Booked my child in at the desk, waited 1 hour and 45 mins and still hadn't been seen by the triage nurse. 3 people went in before who had booked in after us and about 5/6 people went in who had come by ambulance.

Why does ambulance admissions get seen straight away. My little 6yr old girl was not well just like those other children, but they got seen first.

I feel Royal gwent hospital is a total shambles. After 1 hour and 45 mins My daughter still hadn't been seen by the triage nurse so I walked out. Royal gwent hospital is in my opinion a "disgrace"..............

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Responses

Response from Julian Hayman, Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello 'mother of girl',

Thank you for your feedback via the Patient Opinion website.

The paediatric waiting area at the Royal Gwent Hospital is a shared area used by both the A&E and Paediatrics team. Sometimes specialty Doctors, such as a member of the trauma and orthopaedic or surgical team, will also attend to see a patient referred to them by A&E or Paediatrics. This may result in some patients being called seemingly out of time order. Also at specified times of the day, patient clinics are also held in this area and these patients will be called to be seen in the department too.

All patients attending the A&E Department are triaged using the national 'Manchester Triage System' which enables patients to be prioritised based on clinical need. This ensures that the most acutely unwell patients are seen ahead of clinically stable patients with lower acuity needs. This does mean that sometimes patients will not be seen in time order and some patients will be required to wait longer to be seen than others.

Nursing staff endeavour to triage patients as soon as they are able; usually within 30 minutes.

I am sorry to learn that you waited with your daughter longer than we would have liked. It is unclear from your correspondence whether you approached a member of staff to explore the reason for the delay you experienced, therefore if you would like to contact us directly to look into your particular circumstances, we would be very happy to do so. If so, please email me - Sharon.harford@wales.nhs.uk - with your contact details and I will arrange for someone to contact you.

Regards,

Sharon

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