"A & E service needs improving"

About: King George Hospital

I took my 3 year old son to the A & E last Friday and seek urgent medical treatment.

When I go there I found:

1. Staff behind bullet proof glass who could not hear me as I was not near enough to the microphone.

2. The first queue that people have to report to was long and attended by a nurse. The queue was also next to the main entrance therefore blocking the main exit (fire hazard).

3. Patient’s are made to queue few times and have to repeat their name and how they got to the A & E as the staff do not share information.

4. Staff seem to get agitated easily.

5. I had to see 3 nurses then finally a doctor after 5 hours.

6. I felt we would be refused treatment if made any complaints during the 5 hours.

7. The current queuing system introduces unnecessary delays leading to patient suffering.

8. If patients’ are provided with information on the process on arrival then it could help.

Story from NHS Choices

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Response from King George Hospital

Thank you for taking the time to make us aware of your experience, I was very sorry to read of the long wait you encountered in our A&E department. Unfortunately, we are not able to determine how many patients are going to access our Emergency Department on any one day and patients that do access the service are triaged based on their clinical need, which can sometimes result in a patient waiting longer than originally anticipated.

In order to learn and improve it would be really helpful if you could contact the patient Advice and Liaison Service, who will be able to organise a conversation with the relevant team. Thank you for taking the time to write to us, it helps to improve the care that we deliver in the future. They can be contacted on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours Sincerely

Nadeem Moghal

Medical Director

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