"Appalling waiting times"

Hello Kelms88

My name is Victoria McCrory and I am the Assistant Clinical Services Manager for Causeway Emergency Department. I am sorry to hear that you have recently sustained an injury and had to attend the ED for assessment and treatment.

I am sorry to read of the experience which you have described; the standard of care which you have described does not align with trust core values, nor the standards of care which I expect to be upheld within the department.

Due to ongoing pressures within the department, waiting times can be delayed. Department staff continue to work with patient flow and site co ordination teams to improve flow, to help reduced extended waiting times. However at times of increased pressures and challenges with capacity these time can remain delayed.

I am sorry to hear that you were not given any pain relief; you should have been offered pain relief at point of triage, and later during your time in ED. I will ensure learning from this is shared with all staff in the department via safety brief and that your concerns are tabled at the next ED governance meetings.

Following the launch of Encompass in the NHSCT in November, all nursing documentation and patient care is documented on an online system. This has resulted in nursing, clinical and admin staff spending more time on computers. This can appear to patients and visitors that staff are spending time scrolling on computers or phones. It is difficult in this case to ascertain what the nurse was viewing on the computer/phone. I will ensure your views are shared with all dept staff to ensure they are mindful when using devices going forward.

Due to the confidential nature of Care Opinion I am unable to review your care in further detail; I will ensure that your feedback is shared with senior management and learning shared with all staff in the dept. I hope despite the delay in being seen that you received your treatment, and I hope you make a strong recovery.

Yours Sincerely

Victoria McCrory

ACSM CAU ED