"Great staff - resourceful and skilled,..."

About: University College Hospital

What I liked

Happy, friendly, knowledgeable and efficient staff. And the patient and tolerant way that the security staff dealt with 2 separate incidents of offensive behaviour while I was waiting.

What could be improved

Waiting times. More comfortable seats in the waiting area.

Anything else?

I visited UCH A&E with a minor injury. I was triaged after about 20 minutes, and warned that there could be a 2-hour wait to see the doctor. Since the department was quite busy I don't regard this as excessive for my class of condition - people with more urgent problems were quite rightly getting treated much more quickly.

After exactly 2 hours wait, I was called by the doctor - but he couldn't find a treatment room or cubicle free to examine me. Rather than ask me to wait longer, he asked if I minded being seen in a side room - I didn't, and was seen there and then and sent on my way with advice.

I saw other patients being seen in a small holding area behind the cubicles - all done with the objective of trying to minimise the length of time patients spend sitting around - which is commendable. We were all offered the choice of waiting for a cubicle or being seen somewhere slightly unusual.

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Responses

Response from University College Hospital

Thank you for your feedback, I am pleased to read that you generally had a positive experience and I will forward this to the Emergency department and Security staff. We are constantly aiming to reduce our waiting times in our busier periods and are undertaking a pilot in our triage which will shortly be assessed. We also have a separate workstream to look at improving the patient experience which includes the waiting area environment. I hope that these iniatives will address the potential improvements you have highlighted.

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