I entered the ER somewhere around 11:45am in significant pain.  I was triaged between then and 12:25pm.  I wasn't in a room until 1:45pm.  A tech came in around 2:30pm to fit me for an IV.  I didn't get an actual IV for another hour.  It was 3:40 before I received anything for my pain.  That's FOUR hours.  Maybe that is acceptable according to your metrics, but it isn't to me.  Not when I'm in enough pain to make me leave work and go to an ER. The staff was apologetic, but in reality, that doesn't take away my pain.  You're busy, and that will be your excuse.  But that is MEANINGLESS to someone in pain.  I didn't make a big stink because I try to be a good patient.  I understand that appropriate levels of staffing isn't the job for the Drs and Nurses.  That's YOUR job.  And you failed. 
AMCK ED