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Care Opinion

Never had such a bad experience

Posted By sambaff64

"Never had such a bad experience"

About: Royal Aberdeen Children's Hospital / Accident & Emergency (Emergency Care)

(as a parent/guardian),

I recently had to take my daughter to A&E. We were welcomed by lovely receptionist, the place was empty so thought to myself how lucky we were, but we waited ages to be seen. 

Nurses did not seem interested in us whatsoever. I myself work within healthcare and would never treat my patients like that. My daughter was so upset. Nobody offered us anything,I don't expect much but getting a blanket after 3.5hrs when my daughter was sweating buckets and had to cover her with my jacket was a joke.

Nobody came to tell me what was happening, no communication. The doctor came after over 3 hours, they were lovely, though very apologetic, saying they were on their own. That's understandable. While waiting for the doctor,I never heard any buzzers going, place was so quiet so I really do not understand why nobody came to say what was happening.

When she was sick and asked my son to ask for another sick bowl, the nurse came and just sighed. Never had such a bad experience in children's hospital. Was really shocked considering the fact that it was not busy.

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Responses

Response from Caroline Clark, Chief Nurse, Children's Division, NHS Grampian 2 months ago
Caroline Clark
Chief Nurse, Children's Division,
NHS Grampian

Submitted on 29/02/2024 at 09:30
Published on Care Opinion at 09:30

picture of Caroline Clark

Hi Sambaff64

I am sorry to read of your experience in our ED. It is definitely not the standard that we would expect and I apologise for that. Regardless of whether a department is busy there’s no excuse for lack of communication with families, especially when you are already worried about your child. As it’s an A&E department the staff have to respond to emergencies and resuscitations but in those instances families need to be informed that there may be a delay. I will pass your feedback onto the SCN and staff and ask them to reflect on your feedback and improve their communication with families.

Apologies again for your poor experience.

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