"Poor communication needs to be addressed"

Husband stopped breathing. Came round after about 20 seconds when myself and my daughter tried resuscitation. Has had heart attack and diabetes. Phoned 111 and advised to take to A and E within the hour, which we did, arriving late in the evening. Reception fine and triaged within 10 minutes. Then sent to cubicle. Husband and myself (both over 70), both still full of cold and coughing, and daughter, who had driven us there, left waiting with no explanation for at least half an hour.

When medics arrived service was prompt, focussed and very professional, including by an agency nurse and a student doctor. Eventually referred about to Clinical Decisions unit in the middle of the night. Left sitting there for ages, with no explanation, along with half a dozen other patients. After an hour, with us all losing patience and her concern about her need to be at work in the morning, our daughter approached the reception desk to enquire about what was happening. The receptionist failed to answer her question and turned their back on her in response, which she found most distressing. Only after my husband approached reception did we get any sort of response, which was that there was an emergency resuscitation going on.

Eventually the doctor appeared and we approached her directly. She confirmed that the chest Xray was fine, and prescribed antibiotics. At this point we were able to leave. When I asked how to get out I was simply told the same way as we came in. We followed 'way out' signs only to find an emergency exit, and eventually retraced our steps back to the main reception area and phoned for a taxi (our daughter having left in desperation earlier when we were told it might be another two hours wait) Within the few minutes it took us to exit the building our taxi had arrived at a different A and E entrance and had missed us waiting on the driveway.

The problems we encountered were not to do with clinical practice but with very poor communication, both orally and in terms of signage. Despite budget cuts, which we deplore, both can be addressed at no or minimal cost. Support staff seemed to be underemployed while there was a shortage of clinicians. Communication between the two and more flexible working practices could help to address the problems we experienced. Waiting is acceptable if an expected timescale and explanation is given. If not it merely adds to patient anxiety at what is already a very anxious time. Staff need to be made aware that what is for them routine practice is a novel experience for most patients. This extends to something as simple as how you get in and out of the building.