"A disappointing visit to the A&E department"

As a Nursing and Midwifery Council (NMC) registrant currently serving in a Band 8 role, I feel compelled to share my recent experience at the A&E department to highlight areas where patient care can be significantly improved. I have waited some weeks to write this review, hoping that time would temper some of the strong emotions I felt immediately after the incident. However, I remain passionate that my story must be heard to help improve patient experiences in the future.

My teenage daughter had an accident at home that required urgent medical attention. Living only 15 minutes from the hospital, we decided to drive her there rather than call an ambulance. Upon arrival, the staff members at the front desk were exemplary—kind, compassionate, and understanding. They quickly recognized her distress and pain and ensured she was seen within 8 minutes, which was much appreciated, given her condition. She was vomiting, in severe pain, and clearly needed immediate care.

Initially, my daughter was attended to by a student nurse, identifiable by uniform, and two other nurses. Unfortunately, I was deeply disappointed by the care provided during the first 20 minutes or so before this was taken over by a doctor. There appeared to be a lack of adherence to basic NHS values and a noticeable disregard for some of the fundamental principles outlined in the NMC Code of Conduct, particularly concerning "Promote Professionalism and Trust."

Not one of the nurses introduced themselves, explained what they were doing, or made any effort to provide comfort or reassurance to my daughter. Their manner lacked the essential kindness, compassion, and empathy that underpin our profession. I would be horrified to think that any member of my team would treat patients in such a manner. Basic communication, kindness, care, and compassion are the cornerstones of nursing, and it is disheartening that this was not demonstrated in any way by the nursing staff involved.

However, I must commend Dr Andrew, who was an absolute credit to the medical profession. He was kind, compassionate, and professional throughout the entire time we were in A&E. He explained every step of the process, provided clear information, and genuinely seemed to care about my daughter's well-being.

I also overheard him interacting with other patients and their families, and he consistently maintained this level of professionalism and compassion, even under challenging circumstances in a very busy department.

After an X-ray, and once her observations had settled, my daughter was kept for a few hours for further observation. While the department was clearly under pressure, with a screen indicating an 11-hour wait time to be seen, it is crucial to recognise that such challenging circumstances do not excuse a lack of basic communication and compassion from the nursing team.

I write this not to assign blame, but in the hope that constructive feedback will encourage reflection and lead to meaningful changes in how patient care is delivered. Every patient deserves to feel seen, heard, and cared for, regardless of the situation's intensity.

I sincerely hope that sharing my experience will help foster improvements in patient care, particularly in ensuring that all staff adhere to the values and standards set out by the NMC.