"Lack of empathy and care"

I’m leaving this feedback to express serious concerns about the care my husband received during a recent visit to Accident and Emergency, following advice from NHS24 to attend due to acute urinary retention. He was in severe pain and discomfort, and given the nature of the condition, we hoped for prompt medical attention. However, despite being told by the triage nurse that he would be catheterised within the hour, he waited approximately eight hours before being seen by a doctor. This delay caused significant distress and raised serious questions about how patients with urgent needs are prioritised. Throughout this time, we felt ignored and as though his presence was an inconvenience.

The overall experience was deeply disappointing. The level of care and empathy shown by both nursing staff and consultants was severely lacking. Interactions were brief, impersonal, and devoid of dignity or compassion. He was not listened to, nor was he kept informed about what was happening or what to expect. At one point, he was told he would either be catheterised and sent home or given pain relief to take away. It was only after we insisted on checking blood tests that it was discovered his kidney function was dangerously low, nearing failure, and he was admitted.

Adding to our concern, the consultant responsible for his care was observed at the staff base with their feet up on the desk, chatting with the charge nurse. While the infection control implications were troubling, our greater concern was the apparent lack of urgency or professionalism.

There were multiple missed opportunities to show even a basic level of empathy and care. Each interaction felt rushed and dismissive. While we fully understand the pressures the NHS is under, this does not excuse the attitude and lack of compassion shown by the triage nurse, nursing staff, and consultant involved in his care.

I would like to acknowledge that the reception staff were friendly and professional, and the healthcare support worker was kind and helpful, although their interaction was cut short when they were ushered out of the room by a nurse.

Everyone deserves to be treated with dignity, compassion, and respect, especially in moments of vulnerability, and we are really disappointed in how poorly this was handled.