Emergency Department

What we do

Our Emergency Department (ED) is open to anyone who needs emergency care because of a serious illness or accident. We hope you have a positive experience while in our care. Find out information about our Paediatric (Children’s) Emergency Department.

What happens when I arrive?

When you arrive at the walk-in entrance, you will be checked in by a receptionist. They will ask you for information such as your name and home address. You will then be assessed by a streaming nurse in the reception area. If your GP sent you to the ED with a letter, please give this to the nurse. They will ask you some questions to decide the best treatment for you.

What are the next steps?

The streaming nurse will direct you to:

• the Urgent Treatment Centre (UTC), or
• the ED

The UTC treats a range of illnesses and injuries. It is run in partnership with Greenbrook Healthcare (part of Totally plc) in Suite 1 of the Golden Jubilee Wing.

If you are directed to the ED, you will need to register at Step 2 in main reception before being sent to the relevant area within the ED. You will be assessed by a nurse and doctor who will talk to you about a treatment plan.

Most patients will be able to leave the ED after assessment and treatment. This may be with medication, or a follow-up appointment at your GP or other healthcare provider.

If you need further treatment you may be admitted to a hospital ward. Your treatment plan should be clearly explained to you by a member of our team, but please ask if you have any questions.

How long will I have to wait in the ED?

We aim to treat you as quickly as possible. However, your waiting time will depend on the number of patients in the department and how serious their injuries or illnesses are. Our staff are working hard to see patients in a safe and timely manner. This means we will see some patients ahead of others and not in order of time of arrival.

We appreciate that waiting can be frustrating. Please speak to a member of staff if:

• you are worried about the length of time you have been waiting
• you are in pain, or your symptoms have worsened
• you want to leave the department

Why do we ask you lots of questions?

Throughout your ED journey, you may be visited by multiple members of our clinical team. These can include:

• ED doctors
• doctors from other specialties
• advanced practitioners
• nurses
• clinical support workers
• students

Each of these people will want to know different things about your story but may ask similar questions. You may feel that you are telling your story lots of times, but this is an important part of ensuring you are receiving the correct care.

What if my pain relief runs out?

If you are in pain or feeling more unwell, please let us know. We can arrange pain relief and review your assessment.

Who can I talk to?

Everybody working in the ED wants to give you the best possible care. If you have any questions, please feel free to talk to any of the staff. If you have any concerns about the care you are receiving, please ask to speak to the nurse in charge.

We are here to care for you

Please be kind and respectful to our staff. Abusive language and physical aggression is distressing to other patients and our staff. Such behaviour is not tolerated and could lead to your exclusion from the hospital and criminal prosecution.

Opt-out HIV, hepatitis B and hepatitis C testing

Everyone aged 18 and older who has their blood tested in a London Emergency Department now has it tested for HIV, hepatitis B and hepatitis C. It’s important to get diagnosed early as treatment is life-saving and free from the NHS. Your results are confidential. If you do not wish to be tested, please let a member of staff know. If your test comes back positive, the Results Team will contact you and explain what happens next.

While you are waiting

Food and drink

Please ask staff if it is safe for you to eat and/or drink. There are vending machines in the main reception area. We also have shops and cafes across the main King’s College Hospital site.

If you need further assistance, please ask a member of staff or a member of the King’s Volunteer team.

Medication and prescriptions

Please tell your doctor and nurse about your regular medications and any allergies that you have. It is helpful if you bring list of these with you to the ED.

Mobile phones

Please be considerate towards others when using your mobile phone in the department. There is a mobile phone charging station in the main reception that is free to use.

If you do not have a mobile phone and need to use a telephone, please speak to a member of staff.

Personal property and valuables

The hospital cannot accept responsibility for the loss or damage to personal items. Staff can provide property bags on request.

Self-discharge

If you no longer wish to wait, please let a member of staff know. We can provide you with advice on when to return or redirect you to alternatives to the ED. We will ask you to complete a self-discharge form before you leave.

Smoking

King’s College Hospital is a smoke-free hospital. Smoking is not permitted anywhere on the grounds, including our car parks. This includes the use of e-cigarettes.

Toilets

Toilets are located throughout the ED, please see appropriate yellow signage to guide you to the nearest facility.

Transport

We cannot provide transport from the hospital. However, there is a free phone available in the main reception to book a local taxi.

Wi-Fi, TV, radio and more

Free Wi-Fi, TV and entertainment is available to all patients and visitors.

What if I have a concern or a worry?

There are several ways for you to raise any concerns you may have:

• speak to a member of staff within the department
• contact our dedicated Patient Advice and Liaison Service (PALS)
• leave feedback via the NHS Friends and Family Test feedback survey

Is ED the right place for me to go for care?

We only treat conditions that need urgent assessment and treatment. If your condition is not an emergency do not come to King’s ED because it is not the best place for you to get care.

Your other options

• NHS 111 First: For health advice and reassurance about what to do, call NHS 111. The service is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.
• GP surgery: Make an appointment to see your GP. You can find one online on the NHS website.
• South East London Doctors’ Co-operative (SELDOC): You can get urgent medical care when your GP surgery is closed, including weekends, bank holidays and public holidays. If you feel you cannot wait until your surgery re-opens and you live in Lambeth, Southwark or Lewisham, contact SELDOC, the out-of-hours GP service, tel 020 8693 9066.

Location

Ground floor, Denmark Wing, King’s College Hospital, Denmark Hill, London, SE5 9RS

Contact Details

• King’s College Hospital Emergency Department Friends and Family line: 020 3299 7919
• King’s College Hospital switchboard: 020 3299 9000