About: Hillingdon Hospital

My 11 year old son had severe abdominal pain and couldn't walk - we had to try and lift him in a foetal position. I went into A&E and at the desk they mentioned about finding him a wheelchair - which I couldn't - none about. They eventually found one in the A&E treatment area. My son was curled up in the wheelchair (no pull out stand on any chairs to rest his legs) he was moaning and groaning and crying in the adult waiting area. After 5 mins I was called to a window (next to the reception desk) and asked what was wrong with my son. I said severe abdominal pain (like I had mentioned to the first desk 5 mins earlier) no-one had assessed him at all. I was then sent to Children's A& E where the nurse immediately saw he was in agony and moved him onto a bed. My son was looked after by a doctor (one of the new intake - recently qualified) who was extremely kind and helpful. It would be great if someone with medical knowledge assessed the patients as they come in. Whoever was on the second window in adult A&E didn't physically assess my son or any other patient. I think it is wrong to leave children waiting in the adult area as it is frequently full of patients who are drunk or intimidating.

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Response from Hillingdon Hospital

Thank you for your feedback. We are very sorry to hear of the poor experience you had within the Urgent Care Centre. Our aim is to provide an effective service for all our patients and I apologise in this instance we have not achieved this. Thank you for taking the time to share your experience with us, it is always valuable to hear where we can improve. I would like to assure you that we take patient satisfaction very seriously and your feedback has been shared with the service manager and the staff for reflection and consideration for future learning and service improvement. If you would like to discuss your concerns further please contact the UCC Service Manager via: Parmjit.Rai@nhs.net With thanks Senior Management team

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