"horrible experience at emergency department"

About: West Middlesex University Hospital

Visited A&E late Friday afternoon with my 2 yr old son who had cut his hand. Waited a couple of hours and then checked with triage nurse - there were still 8 people ahead of us. By this time it was getting late and my toddler was getting tired and distressed. Then to make matters worse he started vomiting. I reported this to triage nurse who said it wouldn't make any difference to how quickly we'd be seen. He continued vomiting and ended up wearing just a nappy because his clothes were soaked but staff were still not willing to let him be seen so we could get him home to bed. He was cold and distressed. After 4 hours we were finally seen.

I find it astounding that hmy son's age and condition were not taken into account by the triage process. Also that no cleaner ever materialised to clean up the vomit. Also that there is no baby changing facility in the department - which I needed twice for my baby daughter who was also with us. I'm amazed and extremely disappointed by the blatant lack of care or compassion for a young child and family, to keep a sick two year old waiting like that was just not acceptable.

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Responses

Response from West Middlesex University Hospital

Thank you for taking the trouble to bring this matter to our attention. I was sorry to read of your recent experience and for the obvious upset this has caused you. The Urgent Care Centre (UCC) is on the West Middlesex University Hospital site but separate from their A&E department and run by Hounslow and Richmond Community Health Care NHS Trust.

We would like the opportunity to look into this further so I would ask that you please contact our Patient Advice Liaison Service (PALS) on freephone 0800 953 0363, or via confidential email at pals.hrch@nhs.net

In the meantime I have shared your feedback with colleagues from the Urgent Care Centre so they may look into the concerns you raise.