"Children's A&E Dept"

About: The Royal Victoria Infirmary

Attended A&E after son fell onto shoulder with subsequent pain and swelling. Arrival just after 9pm, booked in, but no waiting times given. After 90 minutes wait, and hearing that patients from 7pm still waiting to be seen, reception asked, and told that busy few hrs prior, and now that only one doctor on duty, wait likely another 3.5 hrs. As 1030pm, took son home, as it would be after 2am before being seen. No communication, or visible notices about potential wait, only found out when enquired ourselves. No suggestion of escalation to duty business manager or on call consultant to provide additional help, and no suggestion that wait was due to acutely unwell patients in the dept. Dreadful care in what is meant to be a centre of excellence for paediatrics, and complete lack of any communication.

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Response from The Royal Victoria Infirmary

Thank you for taking the time to leave your feedback regarding the service provided, we are sorry to learn of your poor experience when attending the Children’s Emergency Department. The department aims to see all patents within two hours and the patients are prioritised according to their clinical needs. The staff should inform all patients of the triage category they have been allocated and the expected waiting time. If for any reason the waiting time increases due to other factors this should also be communicated to the patients and relatives. We would like to apologise that this was not your experience on this occasion and assure you that all of the nursing team have been reminded of their responsibilities in providing patients and relatives with accurate information regarding the current waiting time when they arrive in the department and if the waiting time increases for any reason. There is an escalation policy in place if there are occasions when demand is such that additional staffing resource is required and unfortunately you appear to have been miss-informed on your visit regarding the medical staffing levels in the department. We can assure you that there is a team of several medical staff working across both the Adult and Children’s Emergency Department to deliver the service. They will see the patients according to their clinical priority which unfortunately on this occasion have been in the adult department. We would wish to apologise that we were unable to achieve the two hour standard on this occasion.

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