"Why weren't we told about the kid's waiting area?"

About: Wishaw General Hospital / Emergency department

(as a parent/guardian),

My dad recently visited and had my son overnight. He started complaining of a sore stomach and my dad noticed his bottle of bubbles were lying out. He was violently sick all night and thought he had maybe drank the bottle of bubbles. I phone NHS 24 and they told us to go to the nearest a&e. I phoned my dad back and he was already there. As I had a newborn, my dad told me to stay away.

After 3 hours I went up to the hospital, thinking he would be coming out. However he was still waiting in the main waiting area, by now my son was getting impatient and complaining he was hungry. My dad went up to the receptionist to say they had been waiting a long time. At this point the receptionist made us aware there was a kids area. After 3. 5 hours I went back up to the desk and asked if I could feed him, I was informed he would be next and he could not eat anything until he saw the doctor.

We were finally seen by a doctor after 4 hours of waiting. The doctor was very apologetic and said his file must have been misplaced. Once seen by the doctor he got great care. Unfortunately it turned out to be norovirus. The kids area was great as it was sectioned off and right beside the toilets with a TV, so it did keep him entertained for the hour we were waiting. I just wish when my dad arrived he was made aware of it as we aren't familiar with the a&e department.

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Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, Wishaw General Hospital We have made a change

picture of Andy Pender

Dear Worried Mum of 2,

I am sorry to hear that your son had to attend our Emergency Department following the ingestion of a chemical liquid making him sick. This must have been a very anxious time for you.

I am sorry that you had a lengthy wait to be seen. We aim to triage all children within 15 minutes of arrival and for learning it would be good if you could perhaps provide us with additional information surrounding his visit especially the delay and the Doctor giving the reason that his folder must have been misplaced. I am sorry if this was the case but to allow us to give a more targeted response I would appreciate if you could call Yvonne Ross, Patient Affairs Manager on 01698 366658. I will look into this and link in with Yvonne Ross when you have made contact with her and get back to you.

I am pleased that when he was seen he received good care and I will pass this on to the team.

I am sorry that you were unaware of the children's play area within the department. It is in a corner that I would agree could be missed particularly if there is a large volume of patients waiting. From your experience I will ensure the reception staff make parents aware that this facility is available to keep children occupied. I will also review the signage within the department and place some information posters surround the waiting room informing others of the location of the play area. I have completed this this evening.

Thank you for taking the time to highlight this to us and allow us to make positive changes to ensure we are effectively communicating and accommodating all ages.

I hope he has had a speedy recovery.

Best Wishes

Andy

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Response from Andy Pender, Senior Nurse, Emergency Medicine, Wishaw General Hospital

picture of Andy Pender

Dear worried Mum of 2

I am aware that you still have concerns that you would like addressed.

I have asked if you could contact the patient affairs manager to review the issues.

If you feel that you would rather contact a member of the Clinical Team I would be more than happy to speak to you direct.

You can contact me through the Hospital Switchboard on 01608 361100 and ask to be connected to my dect phone.

If this is unsuccessful due to me being unavailable or off site please ask for Tracey Murtagh, my Mgt. PA who will arrange any meeting.

I do hope your son is recovering well and enjoying the festive period.

Best Wishes

Andy

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