"A Monday night of hell in A&E"

About: Queen's Hospital (Romford)

In short, arrived at 10.00 p.m.Monday night/ Triage 11.00 p.m./seen by doctor 0300 hours Tuesday morning/blood test and chest x-ray done quite quickly.Was accompanying elderly parents, who really are not up to sitting in the waiting area all night - much younger fitter people were treated and discharged way sooner.Went to reception desk a couple of times, where the lady clearly needs to be retrained in customer care - she arrogantly ignored me at the window....all it would have taken is a, i'll be with you shortly comment ! Chased results and doctor up several times and finally lost the plot at about 0600 hours, where i had to go into Majors and more or less drag him out.His treatment and attitude was totally acceptable, but the delay not for people in their late 70's.I then had to point out that a catheter was still in my fathers arm, and needed removing.I honestly believe that had i not got mad and chased things up, my parents would have been sitting there until god knows when, with the left over drunks having a sleep. We left at around 06.30 - about 8.5 hours with no proper place to sit, no sleep or anything to eat !!

Story from NHS Choices

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Response from Queen's Hospital

Thank you for commenting on NHS Choices. I am sorry that your parents had a long wait in our Emergency Department. Our staff work in one of the busiest hospitals in London, however this is never an excuse for a rude attitude. To investigate this for you I will need more information, so please contact me via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Flo Panel-Coates Chief Nurse

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