"Told to wait in the wrong area for 2 hours"

About: Good Hope Hospital / Accident & emergency

(as the patient),

Arrived at A&E 5: 50 one Sunday morning, as I had a painful eye problem.

Booked into reception and was asked to take a seat, as it was early and there were very few people in the waiting area did not see this as a problem. An hour later was still waiting, a couple of other people had come in since my arrival and been directed to a different area to wait. When I enquired on how much longer I would have to wait was told there had been some emergencies so these were being dealt with, which is understandable.

At almost 8: 00 my husband asked how much longer we would be, as people arriving after myself were being attended to, he was told we had been called at 7: 34 ish, not having moved from the waiting area could not understand how this could be? ? ?

Was eventually seen my nursing staff and a doctor who did apologise for the extended wait, but then realised we had not been directed to the correct waiting area and had been sitting in totally the wrong place for 2 hours ( in full view of the receptionist). The area I was waiting in was for minor injuries and was not open until 8: 00, but this had not been mentioned even when asking about the length of time we had been waiting, or that I was in the wrong area?

I am assuming the reception staff are not medically trained and therefore are unable to make a judgement on the urgency of their condition (triage) so why was I not directed to the appropriate waiting area?

I was examined and advised to attend the eye centre at Dudley Rd Hospital.

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Responses

Response from Ann-Marie Riley, Head Nurse, Good Hope Hospital, Heart Of England NHS Foundation Trust

picture of Ann-Marie Riley

Dear sube

Thank you for taking the time to post your feedback. I am very sorry you were kept waiting in the wrong area-I will speak to the Lead Nurse in our A+E department so we can investigate what happened and ensure we have a process to prevent this happening again. If you are able to contact me with your name that would be helpful (although I should be able to track you on our electronic system), you can email me via ann-marie.riley@heartofengland.nhs.uk

Kind regards

Ann Marie

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