"A and E after referral by GP"

About: William Harvey Hospital

I was sent to William Harvey by my GP who referred me to the gynaecology team as it was thought I was having a ectopic pregnancy. On arrival I was seen by triage who advised me I would be called through by a doctor.I waited a while and checked where I was in the que and was told I would be seen when the gynaecology team could come down to a and e and see me. After 4 hours of sitting in the waiting area which was crowded and Very warm I was in a lot of pain and feeling faint. I spoke with a nurse passing by who told me they would check on when I would be seen. I then found out I wasn't on any doctors list and it had been miscommunicated which department was seeing me, and therefore I wasn't actually on a list to be seen by anyone. At this point I was feeling very unwell and was called through by a doctor who said they didn't have my blood results, I told them i hadn't yet had bloods taken and they said this should have been done when I was triaged. So after having my bloods taken I was told it would be another hour until these were back but my urine test looked normal so I should go back to my GP. I was in disbelief after waiting hours to be told I was ok and all concerns dismissed after having zero diagnostic tests performed, and told to return to my GP after being referred here by my GP in the first place. The doctor I was treated by I can't fault they were polite and Courteous and listened to my concerns and eventually managed to arrange for me to have an ultrasound scan and some pain medication. The lack of communication between yourself and GPs and also your nurses and doctors is more than poor, nobody ever seems to know what is going on and you are left waiting with no idea when your likely to be seen. I understand the department is busy and can accept long waiting times as you must prioritise emergencys however to completely lose track of patient and not communicate symptoms and results all the while leaving them in a general waiting room with no access to medication or a comfortable chair or bed is ridiculous. My experience today left me feeling more unwell than when I came I frankly I find the lack of communication and to leave a patient for 4 hours on a hard chair with no pain relief and nobody to even realise they are in the waiting area is unacceptable.

Further to this i was sent home with a prescription and told I would be contacted for a scan tomorrow, when the call came my details had been passed to the wrong department.

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Responses

Response from William Harvey Hospital

I am so sorry to learn about your experience - this sounds deeply unpleasant and distressing for you.

I shall be copying your text above to the A&E department at the William Harvey Hospital, but if you would like to take the matter forward, please let us have your details.

If you would kindly telephone the Patient Advice and Liaison Service (PALS) on 01227 783145 or 01227 864314 they will take your contact details and ensure that someone gets back to you.

If you get the answerphone, please leave a message as the team will be dealing with another client at the time.

They will get back to you as soon as possible.

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