A general view of Queens Hospital in Romford, Essex
(Picture: PA)An elderly patient in an east London hospital waited nearly two days for a bed amid a crisis in NHS emergency care, according to a report by the health regulator.
The Care Quality Commission (CQC) raised “significant concerns” over delays to treatment at Queen’s in Romford and King’s George Hospital in Goodmayes following an inspection undertaken in November 2021.
In a report released on Friday, the CQC said that inspectors had observed “overcrowding” in A&E and patients receiving treatment on corridors, which “undermined their safety and dignity”.
The CQC rated the trust’s urgent and emergency care as “inadequate” following the inspection – the lowest possible rating. This was down from the rating of “requires improvement” given at the previous inspection.
However, the overall rating of “requires improvement” given to the trust remained the same.
Staff at Queen’s told CQC inspectors that they were frustrated by the “lack of capacity in the local health and social care system”. This is leading to gridlock in A&E as patients medically fit for discharge are occupying beds in the hospital.
The report notes that, in October alone, 42 people with mental health needs were waiting more than 36 hours in the Trust’s emergency departments due to a lack of available beds elsewhere.
In the Resus ward, inspectors found a 78-year-old who waited 45 hours for a bed and another 79-year-old patient who had been in the bay for over 20 hours.
Another woman, aged 30, suffered “unnecessary pain and discomfort” after being forced to wait on a chair overnight before being admitted fifteen hours later. This “increased the risk of complications occurring”, the report said.
It added: “We saw patients being cared for in an open corridor, where there was no provision for preventing public access to the corridor; patient privacy or dignity could not be maintained. Patients were mixed genders and we observed that all were in nightwear or hospital-supplied examination gowns, which were open at the rear.
“While we saw staff adjusting patient’s bed clothes to keep them covered, they became exposed when patients moved or became restless.”
Nicola Wise, CQC deputy director of operations in London, said that oversight of those waiting for clinical assessment was “not always adequate”, meaning that patients “were at risk of harm if their condition deterioriated while they waited”.
However, the CQC said that patients were treated with “compassion and kindness” by staff and that senior leaders were “visible and approachable”.
Patients said that staff had treated them well and “thank you” cards were on display for the public to view.
Comments in these cards included “thank you for your compassion, kindness and hard work”, “you are all so kind and caring”, “you are awesome” and “I haven’t felt this loved by strangers ever”, the report said.
Inspectors said that staff were “rushed off their feet” but “always had time to be patient and helpful”.
Responding to the report, the Trust’s chief executive Matthew Trainer said: “Corridor care is inadequate care, and the pressures of this winter have led to too many people being cared for in this way. It is wrong for patients and their families, and it’s exhausting and demoralising for our staff.
“We know it’s not good enough and we will work hard with our local partners to try to avoid another winter like this.
“As a Trust, and as a system in north east London, we need to get better and I’m confident that when the inspectors return they will see improvements.”
