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"Appalling treatment by A&E, no mental..."

About: Cumberland Infirmary

What I liked

I was given a private treatment room to wait in because I was unable to tolerate the noise and activity of the waiting room, but I had to insist it was necessary - even though that was more than obvious given how anxious I was.

One nurse said I could wait outside if that helped, but I wasn't in a fit state to get down the corridor to go outside

The last nurse offered to make a phone call to my CPN to let her know I'd been to A&E for treatment

What could be improved

- reception would not let me give details in private - despite the fact I could barely speak because the noise from the waiting room was too distracting and made me too anxious - even though the sign says you can give details in private - I nearly left

- Staff have little awareness of mental health issues, and were very insensitive about them - this put my physical health at serious risk

- So distressed by the extended wait then I was on my feet, about to leave when I was finally treated - this was for an injury I later found out was serious - I was shaking and crying and struggling to use techniques to calm myself down for 2 hours

- No way to report details on paper, which would have made it less distressing

- No communication between staff - Had to repeat 3 times what had happened, and how - despite the distressed it caused me

- was told to remove the dressing on my wound and not given a replacement for over an hour- which meant it got dirty during the wait, couldn't find a bin for the old dressing

- Staff are totally insensitive about mental health, I ended up hysterical though I was calm when I'd arrived, all I needed was a few seconds of treatment and to leave

- Treatment incorrectly explained, importance of follow up treatment not explained, told I needed treatment because my wound was dirty, when I had been clean when I'd arrived, had already re-cleaned it myself

- got a tutted at by the last nurse when I said yes it was self harm - perhaps I should have committed suicide then? I'd already tried every other coping method I know

- not given any information about whether I'd actually needed A&E treatment or could have dealt with it at home - would discourage me from seeking treatment again

- had to research treatment used at home afterwards

- opening the door when I was getting my trousers back on was scary

Anything else?

The minor injuries centre at Keswick is excellent, I only went to A&E because the injury was too serious for minor injuries logo


Response from Cumberland Infirmary 5 years ago
Cumberland Infirmary
Submitted on 25/02/2016 at 16:37
Published on on 26/02/2016 at 01:30

Dear Sir/Madam –

A recent audit of the Trust responses on this website has identified that we did not respond to your comment in an appropriate timeframe.

Please accept our apologies for this error.

If you feel that you would still like a response to your comment please resubmit your feedback and this will be dealt with immediately.

Many thanks for taking the time to post your thoughts and again, apologies that we failed to respond at the time.

Best regards,


Patient Experience

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