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Original Feedback for The Queen Elizabeth Hospital:

3

Hard-working staff but nothing seemed to flow

I was in QEHKL A & E on Saturday 13th May 1.30pm following a referral via 111. I was quite poorly post covid so quite happy with the care given. They all work so hard. Triaged 3 times by 111: 1) first call made by me around 9am to 111 2) call back by a clinician 111 3) another call back by a 111 Doctor who referred me to QEHKL with advance notice given to QEHKL as xray required post covid (positive May 2nd). QEHKL aware I would be there. Covid Negative on 11th May. Arrived at QEHKL on time. Had to hunt down a working car park meter. Only one working. I was with my husband. A & E: Had to get pass the GP front door receptionist despite saying 111 referral. This receptionist then directed me to another receptionist. Second receptionist had my details on the system, but still asked a brief medical history. Went to A & E waiting area. Triaged by a clinician in red scrubs, with repeat medical questions but print out was very comprehensive from 111. Told that I had a chest infection and a slightly high temperature. Would need a chest xray to rule out anything nasty post covid. Would need antibiotics. Back to sit in waiting room. Triaged again by a different Doctor, different room. Green scrubs. Same questions. Told I would need a chest xray and bloods. Back to sit in waiting room. Directed to Xray. Checked in for Xray and asked to wait. More people came in, sitting waiting. A clinician came into our area and asked us why were we sitting there? as the radiographers couldn't see us. Should be sitting in the corridor through the doors. Receptionist quizzed by the clinician- it was her first shift and was told to ask patients to sit where we were. Anyway, we all moved to the corridor for xray. Xrayed and an ECG (not aware of that but ok). Whilst having my ECG the doors opened unexpectedly with a female clinician, blue scrubs, searching for a blue tray (???). Bearing in mind I was semi naked. She said she'd keep her eyes down but needed a blue tray, walking round the room and took one off the trolley (Don't mind the patient.....). The professional taking my ECG apologised. Xray and ECG all done. Still no bloods. I asked out of interest why weren't bloods done earlier, as I'm aware of lab timing for results. Response was that this has been asked many times for blood to be taken at point of triage if required, but falls on seniors' deaf ears, it would save so much time. This was now about 2 hrs in from arriving but OK. Back to waiting room. Second Doctor who triaged me asked if I felt better after taking the paracetamol - I wasn't given any. Doctor asked a colleague to give me some. Still no bloods. I spoke to a guy in blue scrubs a bit later about my bloods, he looked on the system and didn't appear too pleased. He then took my bloods advising about 2hrs for results to come back. He apologised. Back to waiting room. It seemed very unorganised with no flow. Very disjointed. From people watching, others were experiencing the same. One chaperone recommended recording first chat then just press play every time. One patient was told in front of everyone that they were just waiting his xray results, his reply was that he hadn't yet had his xray. Clinicians were calling people who weren't there, replies from the waiters / chaperones saying they'd already been called, quite embarrassing really. Very very disorganised. It needs a good walk through from front door all the way through, by someone who will be listened to. I was happy, no complaints as I was just happy to be seen. Just very disorganised with no flow sadly. I felt that staff had no directions and seemed like rabbits in headlights. Seemed quite unprofessional. A big thanks to all the staff, they just need the system to flow.