"A&E admission via ambulance"

About: Royal Stoke University Hospital / Cardiology West Midlands Ambulance Service NHS Foundation Trust

(as the patient),

following a severe asthma attack I was admitted to A&E via ambulance at 12 pm. I spent 2 and a half hours on the ambulance trolley in the corridor as there were no beds in A&E.

During this time the ambulance men couldn't go back out as there were no trolleys left for them to take on their ambulance and they couldn't hand over my care.

in the corridor I was one of 15 patients, one of which was vomiting ( norovirus was mentioned) and a drugged up violent man who security had to stay with and control.

I was very frightened during this time as I still couldn't breathe normally.

The ambulance man stayed with me and my daughter and gave me more nebulisers until they could hand me over to the staff.

when I finally arrived in an A&E cubicle they were very very busy but I did receive courteous and good care when they saw me, but I found that I had to wait a long time for a commode or to be taken to the toilet as they were so busy - which is a big issue for me as I have continence issues. I stayed in A&E until well after midnight and then moved to AMU who were busy but seemed caring. And then finally moved to 221 for a week. This was a lovely ward, the staff were great, respectful and professional and this ward seemed very well run.

I felt overall I had good care, but the delay in A&E when I felt so ill was of great concern to me, I was also worried as I was holding up an ambulance which may have been needed by someone else who was in a similar or worse condition than myself.

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Response from University Hospitals of North Midlands

Dear Short of breath,

Thank you for this feedback. Over the past six weeks the Emergency Centre has seen a unprecedented increase of attendances, and unfortunately this can result in a wait to be assessed.

We are currently working very close with the ambulance service to ensure that the demand for our services meets our capacity at peak times of the day. The Emergency Centre team are currently looking at ways of enhancing the patient experience during peak times.

We appreciate your feedback and would like to reassure you that we are working very hard to improve our service and this feedback will help towards the service we provide.

Kevin Parker - Matron Emergency Matron/Assistant Director of Operations - Emergency planning

Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Thank you for your feedback and I hope that you have made a good recovery. I would be grateful if you would consider contacting the Patient Experience Team on telephone number on 01384 246366 or via email at pals@wmas.nhs.uk so we can discuss your feedback further.

Kind regards

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