"Disheartened"

About: Manor Hospital

I am approximately 9 weeks pregnant & Friday, on the advice of the EPAU & my own GP, attended A&E after bleeding steadily throughout the day. Time of arrival was 17.30.

Reception staff were courteous, & assured me I would be seen shortly.

After three hours of sitting in the waiting room, I was called through to an assessment nurse, who did a urine dipstick & a routine set of observations.

Dipstick clear & observations stable, they advised I was best to see a doctor to be on the safe side, & sent me to wait in another waiting room.

21.04 I arrived in another waiting room, formerly the out of hours doctor, however I was informed that the day before had been taken over by people that "don't know what they're doing."

I was informed that there were three practitioners on duty, & there were 12 people ahead of me.

We witnessed staff wonder aimlessly, gossip amongst themselves, preparing themselves hot drinks & snacks, & go on breaks. Patients were complaining of long waits & asking why, when they'd seen previous patients leave, no one else had been called through. Some patients got very upset, & many gave up & went home.

Receptionists, nurses, & doctors continued to walk around chatting & laughing, & patients were called through at a rate of approximately one per hour.

Staff would call names of patients that had gone home, return to their rooms & not return for an hour.

I watched as other patients arrived after, & were seen before me, with ailments that they themselves said were "cuts & sprains."

I witnessed a young mother with a baby that was of worsening condition, struggling to breathe, turning blue at the lips & fingers, with an increasing distressed mother continuously told that there were numerous patients ahead of them, & they would be seen shortly.

Patients & relatives all compared waiting times, treatment & what appeared to be severe understaffing, when the two receptionists sat in the waiting area & said they'd been taken over by a company that were "clueless" and that it was "all about money."

At 02.00 when I was finally called through, the waiting room applauded that I was finally been seen.

The nurse began my consultation with routine questions, when another nurse entered the room & asked who they should call through next. It was then that my partner & I insisted that the baby was called through next, the nurse hesitated & went to get the baby.

Our nurse bleeped the on call doctor, & I was sent to the EPAU. On arrival there I was greeted by warm & empathic nurses & an understanding doctor who were all outraged that I had been left with a bleed, abdominal pain, on a hard chair without food, which had only increased my anxiety & stress, by now it was 03.00, & had been there for 9 & a half hours!!

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Responses

Response from Manor Hospital

Hello,

Thank you for taking the time to post a comment. We're sorry to read about your experience. The Urgent Care Centre is provided by an organisation called Primecare. I'm sure they would appreciate your feedback, and can be contacted on by either emailing customer.care@primecare.uk.net or calling 01785 783304 (24 hours).

If you would like to speak to somebody at the Trust regarding this, please contact the Walsall Healthcare NHS Trust Patient Relations Team on 01922 656463.

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