Everyone is aware of the incredible pressure the Welsh NHS is under. An operation backlog, workforce shortages, terrible moral, looming industrial action, rising flu rates, aging population, unable to discharge patients into care are part of a perfect storm that is leaving our health service on its knees. Poor beleaguered staff are working under intense pressure daily, made all the harder that it comes after two years of battling coronavirus.
Nowhere does that pressure manifest itself more than in A&E with the emergency department at Wales' largest hospital, UHW, really feeling the pinch. Despite changes to try and manage the situation there is little staff on the ground can do to counter the perfect storm they are against.
Sam Smith-Higgins, from Cwmbran, took her 87-year-old mum into UHW on November 26, with suspected sepsis. She decided to chronical her experience on Twitter in the hope of raising awareness of the plight affecting staff and patients. Her story reflects the brutal reality that so many people in Wales have experienced trying to access emergency healthcare. Despite her experience, Sam is keen to praise the effort of staff on the ground who were "very apologetic" and "busy".
The following are her words and pictures of what she and her mum experienced:
Tweet 1
My 87 year old mum has suspected sepsis. 111 put us through to ambulance who said sorry we can’t come out unless she is unconscious. We’ve just arrived at the Heath Hospital. I am copying health minister Eluned Morgan for my journey.
2.
That refurb A and E money is needed asap Eluned Morgan. It’s crammed, uncomfortable, hot, unventilated, and no Covid screening but you know this from HIW report.
3.
35 mins to see the assessment nurse which is ok. Sadly the assessment is done in a broom cupboard.
4.
Disabled toilet clean except for overflowing sanitary bin.
5.
Well this is unexpected and welcome tea or coffee….but no water. Lots of patients asking for water instead.
6.
Top tip - get a police or prison officer to bring you in. You go straight through In fairness they may be waiting in another bit….but it’s not in this horrible waiting room.
7.
Two hours in - bloods and ecg done. I don’t think that’s too bad….was expecting worse….except that it’s done in the corridor. Nurses all very apologetic for lack of dignity. (That’s the main entrance in background)
8.
I was right with the police/prison tip - they are all stitched up and just left. The coughing in this waiting room is unreal. I’d say 20% of people wearing masks and none of the coughers are. It’s so hot in here. Feels like we’re in a survival of the fittest petri dish.
It’s standing room only now. God knows what it’ll be like tonight. This isn’t fair on staff or patients- every staff member we’ve seen has apologised
Nurse just made announcement saying this is A&E - if you need a GP ring 111. Lots of mutterings about 111 - nobody has left following that announcement. The group of giggling girls has quietened now which is good Apparently it’s an eight wait to see a doctor - hope that’s wrong.
9.
We’re now offered sandwiches- still no water- we are definitely in for a long wait. My mum can’t eat but those sarnies just saved me 3hrs in.
Another announcement- can relatives please stand up so patients can sit. Relatives now sitting on floor/bin.
Nurse has just lost her s*** with giggling girls. I feel like clapping - I’ve been wanting to do it for hours. If you’re laughing and giggling you shouldn’t be here.
10.
Four hours in. Not seen a doctor- Mum asking me if she can lay down as she feels so sick. There’s nowhere. All gone quiet in here. Eerily so considering it’s busy. Must be change over time.
Red Cross are now bringing refreshments and sandwiches. The woman next to me is filling her bag. Still no water though - but have been promised a cup again.
I’ve been asked to fill in Red Cross feedback and told where the water is. They are very good and hadn’t realised they are responsible for refreshments. My mum feels sick as…so no good for her but others are welcoming it. Now has field hospital feel about it.
11.
One in five names called goes unanswered- have they just left?
I’m listening into everyone booking in at reception (they have thick plastic with no holes so everyone shouts) - almost everyone says they’ve been referred by 111.
Almost five hours in - still haven’t seen a doctor so hoping it’s not sepsis! I found squash.
12.
Just had blood pressure and pulse checked as she is shaking. Heart racing at 140 and nurse says it will be another two hours to see a doctor and finishes with “welcome to the NHS”.
13.
There’s a bloke in his 40s grabbing his chest and coughing and putting on a show. He’d discharged himself yesterday and is now back. He’s now limping. I have no doubt he is ill but he is just making a show to beat the queue. God loves a trier….oooh four police just arrived.
14.
False alarm. No drama - just security. But….just saw Red Cross leaving. Still waiting to see doctor which I’m hoping is a good thing and that she doesn’t have sepsis.
Another observation - people who are stressed and hearing bad news are going to smoke - no matter what a sign says. Acknowledge it and cater for it so everyone else doesn’t have to walk past this (that’s sick btw) at the entrance.
Also, it’s really quiet now. Nobody new has come in for an hour. But still waiting for a doctor. Also deaf man is getting distressed as he can’t hear his name. I’ve just asked him his name so I’ll be his ears and give him a thumbs up when he’s called
15.
Been here six hours now - nothing has been cleaned - waiting room or toilets looking a bit rough now
16.
Seven and a half hours - still haven’t seen a doctor. She’s 87 years old. What have we become?
17.
Eight hours and still waiting. Drunks arriving now. Standing room only again. I’ve politely asked where mum is in the queue - another two in front of her. It better not be sepsis or I shall be losing it. She’s still shaking bless her
18.
Over 8 hours now. Toilets and waiting room not cleaned once. All a bit minging.
They’ve just made an announcement- it’s 8.5 hour wait. I’m 20 mins off that so fingers crossed. This is an 87yr old woman - all I keep thinking is - it can’t be sepsis
19.
A chair has just collapsed…someone down - staff running in.
20.
Approaching nine hours and not seen a doctor. She’s 87 - 111 sent her in with gastroenteritis and possible sepsis. My phone's about to die….just noticed there is no clock in here at all!
21.
After nine hours she saw a doctor. Just had scan - they think she has gallbladder infection and inflammation and fractured her shoulder
Now waiting antibiotics on syringe….
22.
There’s a man who police brought in around six hours ago. He’d been found unconscious on floor. His wife arrived a bit later and was told not to let him sleep. He’s still in waiting room with blood gushing out, eyes rolling. He has no idea what happened- apparently slipped on leaves. His wife is rightfully panicking. Staff are flat out and can only apologise to her.
23.
Drunk driver now being treated - police in tow. He’s being proper chopsy and laughing and joking. No waiting for him. I’m genuinely a second away from giving him a mouthful.
24.
One hour waiting now just for antibiotic drip. She has cannula in already. Young girl opposite is saying she has been in here for two days now. It’s a crisis. We’ve been here 12 hours. Looks like it’s going to be a while
25.
Still waiting for treatment. The waiting room is quieter now. Just noticed the deaf chap still sat there and hoping he has heard his name.
26.
We’ve started treatment. Just been told they are keeping her in to get the infection under control (hopefully only a couple of days). Now we wait for bed….but she’s currently comfortable on a trolley.
Just chatting to one of the nurses. She kept apologising for not giving patients the care they deserve.
27.
93 year old woman on her own crying - she wants to go home - 14 hours waiting- she said she can’t take anymore and says forget the treatment. Heartbreaking. Only drink available now is water. She’s exhausted and I can’t even play for time by getting her a cup of tea.
On the plus side…it’s very quiet here now - but still a 10.5 hr wait. A man has just been shouted at for peeing in a bin. He doesn’t care. I’m beyond caring now. What day is it?
28.
Drunk man on trolley next to Mum just woke up -“I’d like a commode, a sandwich and a cup of tea”….he’s given a cardboard urinal thing and a cup of water
He’s denying being an alcoholic because he can’t touch Southern Comfort and gin. Seems legit.
29.
The girlfriend of man who pee’d in the bin has just shown up. He is clearly punching. Everyone is looking at her sending her telepathic ‘run” messages.
Just realised that mum has been here for 16 hours and nobody has asked about her medication? Luckily I’d packed it and have given it her.
30.
Good news- they are offering teas, coffees and breakfast. Also, very quiet in waiting room. Looks like a war zone mind as still not cleaned.
31.
She is eating! First time in days! And she hates Weetabix!
32.
We are now in a side room. She is still on trolley- nobody has spoken to us yet. No idea what’s going on now.
33.
Just met a really lovely dietitian. Apparently we will know more about a plan and what’s happening when doctor does rounds.
Mum is now on “major” ward - we have a plan and everyone is being amazing to mum. I could cry
She is worrying about how she can have a wee when there are bars on her trolley bed. She’s also worrying about blankets, pillows, food, visiting……but not her health anymore!
34.
I’m now waiting for my brother to arrive and sit with mum so I can go home, sleep, shower and eat. Currently running on Hula Hoops and warm diet Coke. Don’t recommend. Also, sitting for that long means every time I now move, I fart.
35.
Feeling great! I have to say that staff at the hospital are amazing. They are tired, exasperated, nagged by relatives/patients, they sometimes snap back, but mostly apologise for poor patient care.
Welsh Government - this needs to be your number one priority. Some patients left untreated.
Those that remained suffered terribly. It’s inhumane. I don’t know how you solve it but forget everything else - Welsh people are literally dying and suffering needlessly please.
I lost my dad to hospital acquired Covid in Jan 21. Everything is even worse now. Mark Drakeford, you have to stop blocking a W elsh Covid inquiry - let’s learn lessons not bury heads.
I started this thread out of boredom and also to share our journey. I don’t blame Cardiff and Vale Health Board for anything- failings fall firmly at the feet of the Welsh Government and Westminster.
36.
Just had a lovely phone call from lead nurse in emergency department. I won’t go in to details but I appreciate the call. Mum now in car to go home.
It’s not fair on staff and patients. We all deserve better.
Health board comment
A spokesperson for Cardiff and Vale University Health Board, said: “We are very sorry to hear of Sam and her mother’s experience when in our in care.
“While we are unable to comment on individual cases, over the weekend, our Health Board was at a high level of escalation, with every clinical area at full capacity. Our staff are working incredibly hard, often in difficult circumstances to provide the best and most appropriate care, but acknowledge that this is not at the standard we would want.
“The health and social care system across Wales is experiencing significant and sustained pressure, which is having an impact on patient flow within our hospital and waiting times in our Emergency Unit. We are working closely with colleagues across the health system and Welsh Government, to identify ways in which we can alleviate pressures and improve the patient experience.
“We are aware that Sam and her mother are in contact with our concerns team who are working with them through our formal concerns process.”
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