The experiences of patients and relatives/significant others of overcrowding in accident and emergency in Ireland: a qualitative descriptive study.

Overcrowding in Accident and Emergency Departments (A&E) in Ireland has reached crisis proportions since the dawning of the new millennium. Although this phenomenon is not unique to Ireland and many authors have suggested causes and management strategies to deal with these crises, little appears to have been written regarding the experiences of patients or their families waiting in the A&E. The aim of this qualitative descriptive study was to describe the experiences of patients and/or their relatives/significant others who had spent 12 h or more in A&E awaiting admission to hospital. Four patients and three relatives/significant others volunteered to participate in the study. Participants described the A&E departments as resembling a disaster zone or a hospital scene from a third world country. Descriptions portrayed an environment that was overcrowded, dirty and lacking in resources. Participants were generally positive in their attitudes towards the care they received, but some descriptions appeared to suggest that the quality of care was not always ideal. Recommendations from participants included reduced waiting times with a maximum of 6 h from admission to transfer or discharge; better communications systems with perhaps a liaison person who could advise them about the expected duration of stay in A&E and what was happening regarding their care; and better privacy and security within the departments.