"Five hour wait for medication"

About: Queen's Medical Centre / Accident and emergency Queen's Medical Centre / General surgery

(as a parent/guardian),

My Daughter was sent to A+E from NEMS (the Dr at NEMS had spoke to Paediatric Drs and Surgical Drs neither seemed to want to accept my Daughter for admission due to her age) On arrival at A+E we were sent to Paediatric A+E but after several minutes asked to go back to main A+E as paediatric Drs don't see 16 year olds with surgical problems! (even though my daughter who is still at school and wanted to be on a paediatric ward)

I think we were then taken to the surgical assessment area ( no explanation was given ) -this area was quite busy so it did take a while to be seen. My daughter was given intravenous medication and following an assessment with a Dr, it was decided that she would be admitted (again we had problems as my daughter wanted to be admitted under the paediatric team but they wouldn't accept her).

My daughter was then taken to the admission ward -Drs and nursing staff were excellent. My daughter then was moved to C31 - again nursing staff and Drs were excellent. My daughter only had one meal whist in hospital and that was awful! Toilet facilities in the bay for female patients were used by male patients from the other bay! (what happened to privacy and dignity! )

Late afternoon my daughter was fit for discharge however, we then had a FIVE hour wait for pharmacy and was discharged at 10 pm ( two other patients were also waiting for medication from pharmacy).

Overall a good experience but let down by a few areas! Improve the food and the ridiculous wait for medication and the experience would be excellent!

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Responses

Response from Nottingham University Hospitals NHS Trust

Morning Joanne. Thank you for taking time to get in touch with us and share your experience (and that of your daughter). We have spoken to relevant teams, who have been sighted of your feedback.

We are sorry that we appear to have fallen short on this occasion, with poor communication about what will happen next in your daughter’s treatment and the long waits for medication. We do our best to complete 95% of discharge prescriptions within two hours. Latest performance shows we achieve this target - however, we accept that this comes as no consolation to you and the other patients/families who waited longer for their medications when they were ready to transfer from our care.

Unfortunately, the paediatric surgical team do not look after children aged 16 years and above. We understand that this will not suit every patient and apologise for the upset this caused your daughter.

We use all feedback to inform further service improvements. If you would like to discuss any of your concerns further you can contact us on 0115 9249924 ext. 67184 or email sarah.kennedy@nuh.nhs.uk.

Lisa Foster

Chief Technician - Clinical Governance and Health and Safety

Pharmacy Department

Response from Queen's Medical Centre

(The following response was posted to Patient Opinion, where this review first appeared, on 05/05/2015) Morning Joanne. Thank you for taking time to get in touch with us and share your experience (and that of your daughter). We have spoken to relevant teams, who have been sighted of your feedback. We are sorry that we appear to have fallen short on this occasion, with poor communication about what will happen next in your daughter’s treatment and the long waits for medication. We do our best to complete 95% of discharge prescriptions within two hours. Latest performance shows we achieve this target - however, we accept that this comes as no consolation to you and the other patients/families who waited longer for their medications when they were ready to transfer from our care. Unfortunately, the paediatric surgical team do not look after children aged 16 years and above. We understand that this will not suit every patient and apologise for the upset this caused your daughter. We use all feedback to inform further service improvements. If you would like to discuss any of your concerns further you can contact us on 0115 9249924 ext. 67184 or email sarah.kennedy@nuh.nhs.uk. Lisa Foster Chief Technician - Clinical Governance and Health and Safety Pharmacy Department

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