13-hour wait in A&E before transfer to medical unit

What happened

Mr L went to A&E and staff decided he should be admitted to an acute medical unit. However, it was a 13 hour-wait before he was transferred. Mr L was also concerned about the overcrowding and lack of cleanliness in A&E.

After moving him to the acute medical unit, staff then moved Mr L to a medical ward at midnight, but did not tell his family. Mr L and his family said because of this they had lost confidence in the hospital.

What we found

We partly upheld this complaint. Although the Trust had a plan to manage waiting times it did not effectively put it into place. This meant that it did not take steps to reduce the overcrowding in A&E when Mr L was there.

As Mr L was moved to a ward at midnight, it was reasonable that nurses on the unit did not tell the family at the time. It is not clear from the records whether nurses on the acute medical unit told their colleagues on the ward that the family needed to be contacted, or whether nurses on the ward just assumed the family had been told. In any event, the family were not told of the transfer. This was a failing. When staff transfer a patient to another ward, it is established good practice and national guidance to include non-clinical information, such as communication with family, along with clinical information.

Putting it right

Following our investigation the Trust conducted regular inspections of A&E to make sure standards of cleanliness were being met.

It also produced action plans to make sure its plans and procedures for managing waiting times and overcrowding in A&E were put in place, and that non-medical information as well as medical information is transferred with the patient if they are moved to another ward.