"My mixed experience of A & E at Hull Royal..."

About: Hull Royal Infirmary

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Overall my mothers experience of the NHS has been broadly positive, however I would like to raise concerns regarding Hull Royal Infirmary, specifically, the A & E admissions where my mother came in via an ambulance. She arrived at approximately 4pm and we recognized that A & E are busy places. On arrival my mother was parked on a trolley in a corridor. At no point did any member of staff explain to us what was going to happen. My sister was also with me and my mother. After 2 hours we went to a member of the nursing team and politely explained we lived in South Staffordshire and we had only been visiting mum today and needed to go home to attend to our children. We asked if they could give an idea when my mother would be seen. I was told they could not tell me and that they were very busy.

Other people were in the area as well asking when they would be seen There was a board with patient names on and these names got moved around, but my mother’s name was at the bottom. I tried to find out how the board worked and it seemed when the name gets to the top the patient gets allocated a room for a doctor to see them.

Whilst we were waiting a porter said on two occasions that we should keep the area clear as this was entry to the resuscitation, but this is where we were parked on arrival.

The only toilets that were available for females to use were in the childrens A & E ward

Whilst waiting I noticed an elderly lady who appeared to be in some distress and murmuring a request for help. She was gripping bars on the side of the trolley. She was covered by a sheet but part of her right side was exposed and her body was exposed from the hip down and it was cold there. I mentioned to this to staff and they were dismissive about this. I felt as though I should not have raised it. They did attend to her though after I went to hold her hand and reassured her as no one was with her.

We waited, and the time 8.40pm was indicated against my mothers name on the board. At around 8pm her name was called and a porter took her into a room.

The doctor was very good. We wanted the opportunity to talk to the doctor privately and he did speak to us and that was positive. He explained that day, being a Monday was very busy and they had 90 people waiting and 10 staff available. Considering everything we were very pleased with the doctor who even brought her a sandwich. I am not sure but I think he gave his own sandwiches or sandwiches supplied for the staff as she had had nothing to eat for a long time.

This was a nice gesture.

Within 40 minutes my mother was allocated a bed on the acute assessment ward adjacent to the A & E dept. Staff were very professional and positive there and my sister and I left at 10.30pm leaving my mother in hospital for further tests overnight.

My mother was collected the following day, Tuesday at midday.

No care package was given and none of the medication we brought in was returned

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Responses

Response from Hull Royal Infirmary

Many thanks for placing your posting on the Patient Opinion website about our A& E department.Which included both positive and negative aspects we will ensure that the staff concerned are made aware. We are unable to answer specific concerns on this site however if you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on 01482 623065 or email on pals@hey.nhs.uk

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