"Wait in A&E with Kidney Stone"

About: Heartlands Hospital / Accident and emergency Heartlands Hospital / General surgery Heartlands Hospital / Urology

(as a relative),

Attended with my husband who has a kidney stone and was told by Urology to return to A&E if he had a further attack of pain. The wait in A&E was horrendous - we were forgotten about twice and ended up sitting in a waiting room, which was in my opinion full of malingerers (one person had gone to A&E with a cold) for 5 hours. This could be avoided with a simple screening process - many of the people there have minor ailments, and there is nothing more frustrating than watching them be seen ahead of people in very severe pain simply because they arrived first,

My husband was admitted overnight and told he would be dealt with in the morning, only to be told when morning came that theatre was too busy and there were 20 people ahead of him. One has to wonder why he was kept in at all if this was the case. The wait time for even minor procedures is terrible. Not only does this mean patients are left in unbearable pain but the risk of complications grows.

It seems like the hospital is completely overrun. Waiting times are huge, staff are clearly rushed off their feet and the hospital is over capacity. It took 5 hours to get a scan and in all the time we were at the hospital, we must have spent less than 1 minute speaking with a doctor.

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Responses

Response from Margaret Mitchell, Deputy head for patient services, Heart Of England NHS Foundation Trust

Dear Disappointed 123,

I was disappointed to hear of your husband's experience recently. If order to looking into the issues you have raised, could I ask if you would be kind enough to contact our Patient Services Team on 0121 424 0808 or by email bhs_tr.Complaints-ConcernsandCompliments@nhs.net and we will endeavour to resolve this for you.

Kind regards

Margaret Mitchell

Deputy Head of Patient Services

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