Is the emergency department (A&E) always the best place for treatment?
Watch this video to find out if you should come to A&E.
With many conditions people can be more appropriately treated elsewhere – as a result patients may wait in A&E when it would be easier and more convenient to see a local GP, a local pharmacy or get an appointment with your GP.
If you have been suffering from a medical problem for more than 48 hours you should first try calling your GP surgery or NHS 111.
If you have a minor injury or illness, you may find it easier to visit your local pharmacy or go to the Urgent Care Centre at Guy's Hospital. The Urgent Care Centre at St Thomas' Hospital is part of the Emergency Department (A&E).
About the emergency department (A&E)
We aim to provide emergency care and improved health outcomes for all our patients through education, research, and leadership development. In 2016, the emergency department got an 'outstanding' rating from the Care Quality Commission inspection.
We treat patients who have suffered a recent injury or accident or who have developed a sudden illness. All A&E departments use a priority system where the most seriously ill patients are seen first.
We may direct you somewhere else if:
- the nurse thinks that your condition is not an accident or an emergency
- you have certain symptoms that mean you need to be seen in one of our specialty areas.
A significant proportion of our patients are vulnerable – they may be elderly, homeless, have mental health issues, or drug/ alcohol addiction as well as other comorbidities.
Redirection is vital to our service to ensure that we provide the best patient care possible. We use the following services so that patients are seen quickly and by specialists where available:
- eye casualty – for patients with an eye problem
- Burrell Street – our free and confidential specialist sexual health service
- Early Pregnancy and Gynaecology Unit (EPAGU) – for patients with gynaecological problems or early pregnancy related problems
- London GP hubs – for emergency GP appointments in the community.
How the emergency department (A&E) works
If you arrive at the pedestrian entrance, you will be greeted by a nurse who will ask you a few questions, give you a numbered ticket and direct you to the reception.
The receptionist will call your ticket number and register you.
- Nurse assessment
Some people need more assessment after registration. A nurse will call you by name to assess the seriousness of your condition. They may also arrange for some tests.
You will be sent to one of the treatment areas. Not everyone is treated by the same doctors or nurses. Your treatment depends on your condition.
If you have a minor injury or illness, you will be directed to our Urgent Care Centre. This is staffed with GPs and emergency nurse practitioners.
If you have a more complex condition, you will be seen by one of our emergency doctors.
Please remember that waiting times can differ between treatment areas and specialists, so other people may be called more quickly than you.
Watch our video about visiting A&E and give us your feedback about our service.
If you have been referred by your GP or another hospital to a particular team, you will have to register at A&E first. Although the team will be expecting you, they may not be able to see you immediately. You may be redirected to speciality services within our Trust such as:
- eye casualty - for patients with an eye problem
- Burrell Street - our free and confidential specialist sexual health service
- antenatal day assessment unit - for women with pregnancy-related problems over 18 weeks gestation
- early pregnancy and gynaecology unit - for women with gynaecological problems or pregnancy-related problems under 18 weeks gestation
- children's A&E - there is a separate team of children's nurses and doctors (for children under 16) within A&E. Go straight to the separate children's waiting and treatment area.
We will send your GP a letter with details of your visit to A&E. The doctor/nurse who treated you will also give you a copy of the letter before you leave.
If you need to attend the fracture or plastics clinic, our reception staff will book you an appointment immediately. Please make sure we have given you an appointment card before you leave. If you need any other clinic, you will be contacted over the next few days. Please make sure we have your correct contact details.
We are unable to provide transport home for most patients. If you want to order a taxi, there is a free phone in the A&E waiting area. St Thomas' is well served by public transport - see our travelling to St Thomas' page.
Violent or aggressive behaviour
Our staff should be able to carry out their work without fearing for their safety. We do not tolerate threatening or aggressive behaviour towards staff. Anyone who behaves in this way or who damages hospital property will be asked to leave by our security staff.
If appropriate, we will take legal action and press for the maximum penalty.
New dedicated emergency floor
We have built a new dedicated emergency floor that brings together emergency services in a single area of the hospital. It ensures that 150,000 patients who visit our emergency department (A&E) each year are cared for safely and efficiently in a better environment – it also helps to improve the patient journey for the sickest patients who require admission from A&E to intensive care and inpatient wards.
Built by Logan Construction and designed by architects ADP, the new emergency department provides bigger treatment cubicles, better infection control and more privacy for patients and their families.
The emergency floor includes a dedicated children’s emergency department and children’s short-stay unit – part of Evelina London Children’s Hospital – so they are treated in a separate area from adult patients. A bigger and better majors area opened in March 2018 with 25 treatment cubicles, a more efficient layout and an improved waiting area for relatives.
A colourful design developed with art consultants, Art in Site, features a “family” of illustrated characters who act as friendly guides around the hospital. The family also come to life in an interactive app, playable on site, which helps to demystify the emergency process through interactive animations explaining clinical procedures, including blood tests, injections, and pulse measurements.
The redevelopment started in March 2014 and has been carried out while existing emergency services remain open 24 hours a day.
Download the Emergency Floor map (PDF 45Kb).
Facts and figures about the emergency department (A&E)
We have one of the NHS’s busiest A&E departments, with around 150,000 attendances a year.
Every day, that’s around 420 patients in total.
- 190 patients are seen in our Urgent Care Centre (UCC) which deals with urgent minor illness and injuries.
- 160 patients are seen for serious issues/conditions.
- 70 children are seen in children’s A&E.
- 100 ambulance arrivals.
- 100 emergency patients admitted to Guy’s or St Thomas’ Hospitals of which 10 are children.