"Distressing visit"

My relative was seen at his care home by a GP who identified that he needed to be admitted to hospital bed. He had to go through a&e first. He was highly agitated and has a diagnosis of Alzheimer’s and I asked if there was possibility of us waiting to be seen in a quieter area- was told no.

Moved to medical assessment unit where there was a lot of people waiting. I asked again about if we could sit anywhere quieter to wait due to his levels of agitation and this being apparent to other patients waiting- not very dignified for him. Was told there wasn’t anywhere else and he’d have to wait. I highlighted I wasn’t asking to skip the queue, just trying to help support my relative but I was told 80% of people who get referred here are agitated too. I advised that his levels of agitation were unusual for him, despite his diagnosis. He was then incontinent in the corridor and we were struggling to manage his levels of agitation. I asked if there was any possibility of him being given something to help him calm however was told that this would have to wait until medical assessment which would be 6+ hours. At this point, I expressed we are unable to manage his presentation as relatives and needed support from staff.

We are very supportive in our relative's care and treatment and usually do manage any distress which I explained. Think it was quite unfair to be left to manage that level of agitation as relatives. Finally, he was brought into a room to wait which did help settle him slightly. He displayed a level of agitation throughout his wait to be triaged, rolling around his bed, begging for help and nothing was done to help with this, i feel it was actually inhumane. This was distressing for our relative and also for ourselves. After 4.5 hours waiting, a lovely doctor came to see us, agreed he needed medication and finally provided some medication to help ease our relative's agitation. Why could this not have been considered earlier on when it was evident how agitated he was?

I just thought it would be worth highlighting that not all patients can sit in waiting rooms for hours and hours on end, it may be helpful to have quieter areas for people with additional needs. There is a sign in the waiting area “if your condition deteriorates speak with a nurse” - we spoke with several and nothing was done. So I’m not sure why this is written, we were pretty much begging for support for him. 

I did want to add that the health care support worker was lovely in her manner and is an asset to the ward.