"after a traumatic start I have nothing..."

About: Basildon University Hospital

What I liked

my overall treatment & care on Bulphan ward was excellent My compliments & thanks to all the staff.

What could be improved

On my arrival by Ambulance at A&E with a suspected broken wrist & in serious pain the nurse in charge who seemed to be in a bad mood.She did not acknowledge my presence for

about 10 minutes then just felt the back of my hands & told the ambulance man to take her round to triage which was in fact the general waiting room.I was still in severe pain & had to stay there for over 2 hours with no follow up inspection until finally seeing a docter whose first words were along the lines of (well we can see that we don't need an x-ray to see that that is broken !) I was then offered pain relief for the first time since my arrival in the form of morphine.The wrist break was so bad that I had to have an operation to repair it & the treatment that I received was first class.However my complaint is that whilst not wishing to jump the queue I appeared to be the only person in the waiting room in distress & i feel that I was let down by the triage system which could have acted sooner & therefor eased my pain earlier than it was.

Anything else?

apart from my issue with the triage system I received excellent treatment from then on & would like to thank trama team & the consultants

I just hope that my comments go some way to bringing to attention the need for a more caring approach to the triage system

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Responses

Response from Basildon University Hospital

I am sorry that you feel your experience in A&E was less than satifactory.

There are a number of different patient areas within the A&E department, the "majors" area for patients with serious illness or injury, "resus" for patients requiring resuscitation, a dedicated children's area and the "minors" area for those with the least serious problems. It can be the case that while the waiting or minors area may not be very busy, we may have very sick patients in resus and the majors department, and doctors and nurses have to focus their attention on those who need urgent care.

But you should have been administered analgesia in a more timely fashion and I apologise. We do see, treat and discharge almost all our patients within the national four-hour target, but are also about to introduce a new approach where a doctor will see patients at triage (where you are first assessed)and ensure that patients' care is commenced within one hour of attendance.

Head of Nursing, A&E Department

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