"Over 8 hours, lost notes and no confirmed..."

About: West Middlesex University Hospital

We arrived at 17:45, saw a doctor for 10min at 20:40 who advised us that my boyfriend needed an injection which could only be provided by the A&E staff but that we should be seen soon. Another hour later and my boyfriend feeling worse I asked when we would be seen to find that his notes had been lost and we weren't in any queue. The notes were found and we waited again to see a nurse, didn't get the injection so we could leave, instead we were told that a blood test would need to be carried out and the results would take about an hour and a Dr would see us soon. The nurse did note that we had been there a long time, 5hours 24min! At 01:00 I went back to the receptionist again to ask when we would see a Dr as people that had come in after us and didn't seem in any worse condition had been and gone. We were eventually seen by a Dr and left just after 02:00, nearly 8 and 1/2hrs later. Diagnosis inconclusive, now waiting to be called back in for an ultrasound scan. We were expecting a call between 11:00 and 13:00 but it is now 14:00 and we can't get in touch with anyone to find out what is going to happen next. Because we were constantly expecting to be called in we daren't even go to the toilet in case we missed our slot, never mind getting something to eat. We were given conflicting information and the whole experience makes us reluctant to seek medical assistance when it is needed.

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Responses

Response from West Middlesex University Hospital

We are sorry to hear about your recent experiences at our hospital and would like the opportunity to investigate and give you a proper response. Please get in touch via our PALS (patient advice and liaison service) team by emailing pals.service@wmuh.nhs.uk or calling 020 8321 6261.