"Emergency Unit"

About: Queen's Hospital (Romford)

Anything else?

My father was transported by ambulance to Queen's following chest pain and a fall. The rapid response car arrived after 3-5 minutes and the ambulance after 5 minutes. Once at Queen's the paramedics stayed with my father until the nursing staff took over via a person to person debrief. He received a good standard of care during diagnosis, with several tests being run to isolate the cause of his problem. The tests were well explained and he was treated with care and dignity at each stage. Although due to lack of beds he was retained in the assessment area overnight, he was given food, water and frequent cups of tea. I rate the nursing staff as 1st class (this was during the night of 7th February/morning of 8th, and I would like you to pass on my appreciation). In terms of diagnosis, after ruling out the obvious via a well explained set of tests, the medical staff looked more broadly and found a potential issue that will be followed up via out-patients. We were given the option of staying in to have the further tests done the next day.

The only matter that detracted from the excellent care was the time taken overall. There are clearly some pinch points in the system which create long wait times. Perhaps these could be managed by having one nurse assigned to troubleshooting and scheduling.

With thanks for your professionalism and care

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Responses

Response from Queen's Hospital

Dear Anonymous,

Thank you for taking the time to share your family’s experience of the Emergency Department at Queen’s Hospital.

I do appreciate your kind comments about the staff that cared for your father. People are often quick to tell us when their care has not gone well and I am delighted to be able to pass onto our staff your kind comments of your experience.

I have also passed onto the Clinical Nurse Lead for the Emergency Department, your suggestion about a member of staff being assigned to assist with the delays in the patient’s care so that she can explore this option.

Should you wish to discuss this matter further please contact a member of the Patient Advice & Liaison Service (PALS) on 01708 435454 or email PALS@bhrhospitals.nhs.uk.

Yours sincerely,

Gary Etheridge

Deputy Director of Nursing

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