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Care Opinion

Shocking services in A&E

Posted By earthmh87

"Shocking services in A&E"

About: North Devon District Hospital / Accident and emergency South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a service user),

Came into this hospital at 15.20pm after my  autistic son had a fall and had a deep cut on his knee. We are on holiday and this is our first day. Couldn’t fault the ambulance crew, they were brilliant!

I appreciate it is busy at the hospital, however in most hospitals children are priority! It appeared that everyone else who was coming into the hospital were being seen before my son.  He was cold, hungry and tired!!

The deep wound needed to be stitched- and staff were coming and going. It took for me to ask when he will be seen!

The nurse my husband spoke to just stood there, appeared to smirk, and walked away. Then another nurse said that whether you come by ambulance or car doesn’t affect when you are seen.  I was very shocked by that statement.

I am glad I do not live locally.  I was absolutely disgusted!

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Responses

Response from Sophie Hutchings, Governance and Operational Support Manager (Northern Services), Emergency Department (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 9 months ago
Sophie Hutchings
Governance and Operational Support Manager (Northern Services), Emergency Department (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 16/08/2023 at 12:30
Published on Care Opinion at 12:30

Dear earthmh87,

Thank you for taking the time to provide us with your feedback. I am sorry to hear of yours and your son's experience within the department. Unfortunately care opinion anonymises all patient details so I am unable to comment directly on your son's care and treatment. However I would be more than happy to look into this further for you if you wish.

If you would like me to look into your son's care and treatment further please email me on sophie.grills@nhs.net with your care opinion username and your sons name, DOB and the date of attendance.

I would like to offer my apologies on behalf of the department for your experience in ED and hope your son is recovering well and that you all enjoyed the rest of your holiday.

Kind regards

Sophie Grills
ED Governance & Operational Support Manager

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Response from Sami Burkitt, Patient Engagement Events and Project Facilitator, Patient Engagement, South Western Ambulance Service NHS Foundation Trust 7 months ago
Sami Burkitt
Patient Engagement Events and Project Facilitator, Patient Engagement,
South Western Ambulance Service NHS Foundation Trust

Submitted on 06/10/2023 at 14:51
Published on Care Opinion at 14:51

Good afternoon earthmh87

Please accept my apologies for the delay in responding to your comments above. Thank you so much for providing us with feedback on the service your son received, it is much appreciated! We are so glad to hear that he was well looked after by the ambulance crew, though I am sorry that you both had to experience this at all.

For confidentiality, your patient information is redacted on this platform and so we cannot find the details of your incident, we would love to pass your message onto the Ambulance crew who attended you and so, if you would be willing to share some additional information, please could you email compliments@swast.nhs.uk with your name, date the ambulance arrived, address and thank you message, we will then ensure this is passed onto to the relevant crew.

Thank you again for taking the time to feedback and we hope your son is recovering well after the accident!

Kindest regards,

Sami
Patient Engagement Team
SWAST

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