"A&E needs reviewing"

About: Newham General Hospital / Accident and emergency

Overall, couldn't fault the hospital or the actual care received. Staff are polite and attentive....and busy. Only issue was total lack of communication in A&E department.

Patient was seen and had blood tests done within an hour of arrival - EXxcellent. Then needed xrays taken.

Was sent to a general waiting room just off main A&E where we waited patiently. After 2.5 hours we decided to enquire how long the wait time was likely to be, as no-one seemed to be leaving the room that we were told to wait in. (We enquired at the nurses/doctors station)

A staff member told us we should have gone straight to the Xray waiting area and pointed us in the right direction (Xray dept was a matter of yards away) On arrival there, the place was empty. One radiographer was present - literally waiting for patients!. They said they could see names on this system, but couldn't come and look for anyone as they were alone in the dept.

Unnecessary waste of time!

Another patient coordinator located in the actual A&E waiting areas (not just at the staffing station or the check in desk) would have easily resolved this problem in a timely manner. They could filter patients to the right areas straight away, thus avoiding unnecessary waiting times.

A&E would only be full of patients actually waiting to be seen rather than patients and chaperones filling the department needlessly.

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Responses

Response from Newham General Hospital

We are sorry that this occurred and for the unnecessary inconvenience it caused you. I have shared your post with all ED staff to remind them of the need to keep people informed at all times of what is going on and where they should be. I have also shared this with the lead for X-Ray to improve communication there. Thank you for acknowledging the hard work and positive attitude of the department staff.

Should you need to attend the ED again I hope that your experience will be all the more positive.

Kind regards

Barts Health NHS Trust

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