"Being packed in to a crowded hot room made both of..."

About: Queen's Medical Centre

What I liked

The waiting time was actually not as long as predicted.

What could be improved

when we finally managed to find the a&e department which was very poorly signed, the waiting area was appalling. Many seriously ill patients were made to stand and wait as there was nowhere near enough seating. The main waiting room, everyone was packed in like cattle with no room for wheelchairs and the benches stacked so closely together that it was real effort to get to and from your seat if you were sat near the middle. It often meant patients with injured legs had to stand to allow you by. I could not believe that an emergency department that caters for maybe 5000 people could only really accommodate 40 people, and not even comfortably!

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Responses

Response from Queen's Medical Centre

Thank you for your feedback, which we take extremely seriously.

I will address your comments about improving our signage in the department at our Acute Medicine Patient Involvement Group. Regarding concerns about the waiting area, we are sorry to hear about your poor experience. While this is in no way an excuse for a poor experience, when we have (unpredictable) surges in attendances, the department can be extremely busy. Our staff work exceptionally hard to ensure patients are seen and treated (and where appropriate admitted) as quickly as possible. We have a very active patient involvement group who have also picked up on the seating arrangements issue. As a consequence we have a project looking at how we can improve this.

We welcome the opportunity to talk to you further about this so that we can improve the experience of future patients. My direct number is 0115 9249924 ext 66793.

Jim Murray, Clinical Lead

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