'Not acceptable': Queen's Hospital Romford A&E criticised for keeping patients waiting 11 hours to be transferred to bed

 

Some patients arriving at an accident and emergency department had to wait more than 11 hours to be transferred to other parts of the hospital, a report has found.

Inspectors from the Care Quality Commission (CQC) found that the A&E department at Queen's Hospital, Romford, was still failing to protect people's safety and welfare.

They made unannounced visits in November and December to the hospital, run by Barking, Havering and Redbridge University Hospitals NHS Trust.

They found that people using the "Majors" area who required admission were waiting far too long to be transferred to other parts of the hospital - 5% waited more than 11 hours.

The report says the trust should be aiming to transfer 95% of patients who are being admitted to wards within four hours of arrival.

The inspectors also found that some people were being nursed on trolleys when they needed to be moved into beds. People were at increased risk of pressure sores, dehydration and falls.

The "Majors" area did not have any washing facilities or storage for personal possessions, and did not offer people the privacy and dignity they are entitled to.

Elsewhere in the department, personal information - including diagnosis - was displayed where anyone, including other members of the public, could see it. There were not enough consultant or junior doctors in A&E.

The report said: "We visited the emergency department at Queen's Hospital because we had identified major concerns about the care and welfare of patients during a previous visit in March 2012.

"We carried out this inspection to ensure they had made improvements, in relation to concerns identified about meeting waiting times and delays experienced by patients in receiving care and the quality of the care they received."

Another unannounced inspection, into maternity services at the hospital, found required standards were now being met.

Matthew Trainer, deputy director of CQC in London, said: "People who need to be admitted to Queen's Hospital through A&E are waiting far too long.

"No-one should wait 11 hours' plus to be transferred to a bed, but some of the people we saw during our unannounced inspection had done just that.

"The area in which they were waiting was not set up to deliver good quality care to the standard CQC expects.

"CQC's plan is to place a legal restriction on the number of people who can be admitted to the 'Majors' part of A&E if people already there have been waiting for too long.

"This is designed to protect people from the risk of harm, and to give the trust breathing space to make the changes it needs to make.

"We are meeting the Trust Development Authority and local commissioners next week to discuss next steps."

Trust chief executive Averil Dongworth apologised to anyone who may have experienced poor care, adding: "Improving performance in our emergency departments is the biggest challenge that we face, and is the area that is receiving the most attention from all parts of the organisation."

She added: "The CQC highlights in its report that Queen's A&E department was designed to deal with 90,000 attendances a year.

"We are now seeing around 132,000 people through the doors. It also confirms that Queen's receives more blue light ambulances than any other hospital in London.

"Dealing with this volume of patients is hugely challenging and requires a joined-up approach to ensure that the trust is supported by services in the community.

"I am pleased that our GP commissioners have committed to working with us to ensure that people can find alternative care closer to home and patients who don't need to stay in hospital can go home with the right support.

"A hard-hitting action plan is in place to improve performance in A&E."

This included opening a new surgical assessment unit from next Monday, introducing direct access for GP admissions so those patients did not need to come via A&E, and fundamentally changing working patterns so there was consistent 24/7 medical cover from experienced clinicians.

Ms Dongworth added: "We are still a long way from achieving the A&E performance target, but there have been definite improvements since the CQC inspectors visited in November and December.

"However, the experience of our patients is far more important to us than a set target.

"Our frontline staff are making immediate changes - such as introducing hourly care rounds and regular meal services - to improve the care of patients."

PA

Arts and Entertainment
Joe Cocker performing on the Stravinski hall stage during the Montreux Jazz Festival, in Montreux, Switzerland in 2002
musicHe 'turned my song into an anthem', says former Beatle
News
Clarke Carlisle
sport
Sport
footballStoke City vs Chelsea match report
Arts and Entertainment
David Hasselhof in Peter Pan
theatreThe US stars who've taken to UK panto, from Hasselhoff to Hall
PROMOTED VIDEO
Life and Style
ebookNow available in paperback
Life and Style
ebooksA superb mix of recipes serving up the freshest of local produce in a delicious range of styles
Life and Style
Approaching sale shopping in a smart way means that you’ll get the most out of your money
life + styleSales shopping tips and tricks from the experts
News
newsIt was due to be auctioned off for charity
News
Coca-Cola has become one of the largest companies in the world to push staff towards switching off their voicemails, in a move intended to streamline operations and boost productivity
peopleCoca-Cola staff urged to switch it off to boost productivity
Environment
Sir David Attenborough
environment... as well as a plant and a spider
Voices
'That's the legal bit done. Now on to the ceremony!'
voicesThe fight for marriage equality isn't over yet, says Siobhan Fenton
Latest stories from i100
Have you tried new the Independent Digital Edition apps?

ES Rentals

    Independent Dating
    and  

    By clicking 'Search' you
    are agreeing to our
    Terms of Use.

    iJobs Job Widget
    iJobs General

    Austen Lloyd: Regulatory / Compliance / Exeter

    Excellent Salary: Austen Lloyd: Exeter - An excellent opportunity for a Solici...

    Ashdown Group: IT Support Technician - 12 Month Fixed Term - Shrewsbury

    £17000 - £20000 per annum: Ashdown Group: IT Helpdesk Support Technician - 12 ...

    The Jenrick Group: Maintenance Planner

    £28000 - £32000 per annum + pension + holidays: The Jenrick Group: Maintenance...

    The Jenrick Group: World Wide PLC Service Engineer

    £30000 - £38000 per annum + pesion + holidays: The Jenrick Group: World Wide S...

    Day In a Page

    Surrounded by high-rise flats is a little house filled with Lebanon’s history - clocks, rifles, frogmen’s uniforms and colonial helmets

    Clocks, rifles, swords, frogmen’s uniforms

    Surrounded by high-rise flats is a little house filled with Lebanon’s history
    Return to Gaza: Four months on, the wounds left by Israel's bombardment have not yet healed

    Four months after the bombardment, Gaza’s wounds are yet to heal

    Kim Sengupta is reunited with a man whose plight mirrors the suffering of the Palestinian people
    Gastric surgery: Is it really the answer to the UK's obesity epidemic?

    Is gastric surgery really the answer to the UK's obesity epidemic?

    Critics argue that it’s crazy to operate on healthy people just to stop them eating
    Homeless Veterans appeal: Christmas charity auction Part 2 - now LIVE

    Homeless Veterans appeal: Christmas charity auction

    Bid on original art, or trips of a lifetime to Africa or the 'Corrie' set, and help Homeless Veterans
    Pantomime rings the changes to welcome autistic theatre-goers

    Autism-friendly theatre

    Pantomime leads the pack in quest to welcome all
    The week Hollywood got scared and had to grow up a bit

    The week Hollywood got scared and had to grow up a bit

    Sony suffered a chorus of disapproval after it withdrew 'The Interview', but it's not too late for it to take a stand, says Joan Smith
    From Widow Twankey to Mother Goose, how do the men who play panto dames get themselves ready for the performance of a lifetime?

    Panto dames: before and after

    From Widow Twankey to Mother Goose, how do the men who play panto dames get themselves ready for the performance of a lifetime?
    Thirties murder mystery novel is surprise runaway Christmas hit

    Thirties murder mystery novel is surprise runaway Christmas hit

    Booksellers say readers are turning away from dark modern thrillers and back to the golden age of crime writing
    Anne-Marie Huby: 'Charities deserve the best,' says founder of JustGiving

    Anne-Marie Huby: 'Charities deserve the best'

    Ten million of us have used the JustGiving website to donate to good causes. Its co-founder says that being dynamic is as important as being kind
    The botanist who hunts for giant trees at Kew Gardens

    The man who hunts giants

    A Kew Gardens botanist has found 25 new large tree species - and he's sure there are more out there
    The 12 ways of Christmas: Spare a thought for those who will be working to keep others safe during the festive season

    The 12 ways of Christmas

    We speak to a dozen people who will be working to keep others safe, happy and healthy over the holidays
    Birdwatching men have a lot in common with their feathered friends, new study shows

    The male exhibits strange behaviour

    A new study shows that birdwatching men have a lot in common with their feathered friends...
    Diaries of Evelyn Waugh, Virginia Woolf and Noël Coward reveal how they coped with the December blues

    Famous diaries: Christmas week in history

    Noël Coward parties into the night, Alan Clark bemoans the cost of servants, Evelyn Waugh ponders his drinking…
    From noble to narky, the fall of the open letter

    From noble to narky, the fall of the open letter

    The great tradition of St Paul and Zola reached its nadir with a hungry worker's rant to Russell Brand, says DJ Taylor
    A Christmas ghost story by Alison Moore: A prodigal daughter has a breakthrough

    A Christmas ghost story by Alison Moore

    The story was published earlier this month in 'Poor Souls' Light: Seven Curious Tales'