Warrington Hospital 2019-11-12 Person 2 5 0

Attended with my elderly (83 years old) mum. Having been referred via and from a GP appointment at 11.30am who conducted a very thorough examination (45 minutes) and a ‘direct referral’ to A&E at WARRINGTON Hospital. Arrived at hospital 1pm and it took 45 minutes for me to find a car park space even though Mum is in possession fo a Blue Badge. I had to let her out of car on her own as time was passing and I then had to go a try and park (eventually way at the back of the hospital). Mum booked in on her own at approx 1.30pm. I was not happy at this as she was frail vulnerable unsteady and dizzy and very worried. Thank heavens a kindly chivalrous gentleman (another patient helped her). My mother was initially triaged and then we had to wait in waiting room and advised not to move away (to get food) incase we were called, as we would not be re-called. I was in no way going to leave my mother alone as she was and still is not well. I wanted to ensure that I was party to and understood her treatment etc. We then sat for the next 8 hours in the waiting room , with no update or information as to why we were not being seen nor when we were likely to be seen. Isn’t this a breach of protocol the 4 hour waiting time ? All the time watching the information screen increase from 3 hours 17 minutes upto 9 hours 37 minutes waiting time to be seen. Observations and Bloods were taken after a considerable period of time since first triage. A very kind nurse then recalled us some time much later in the evening to try “and get your mum off the wheelchair and onto a bed “ This did not happen We saw a doctor for the first time close to midnight who then ordered an X-ray and we were seen by him again at approx 12.30am the following day. We were released shortly after this with advise to go and see GP again for a medication review. The Doctor , radiologist and kindly nurse when we were seen were good and clear with their instructions and advice All be it that total time cumulated was in total probably little less than 1 hour. I totally accept that Children should be seen first, but surely elderly patients should then take precedence. Their well being surely to be checked on more often. However in saying this we did not observe ‘many’ or ‘any’ patients being seen treated and discharged. Surely updates should be given to patients. Upon release we then had to make our way to the rear of hospital in the cold dark and rainy night. Access to the car park being limited by exit through only certain doors. I TOTALLY accept this for security reasons. Still after having spent nearly 12 hours in the Hospital we were grateful be going home. To say we were unhappy and very disappointed by the service we received is an understatement. I appreciate that the NHS is stretched and you cannot plan for all eventualities (heavens knows what would have happened if a major incident had occurred, or a serious RTA) but surely 11 hours in an A&E before seeing a doctor is wrong. If I need to attend an A&E again with my mother I would seriously have to consider whether I would use Warrington.