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"Felt ignored"

About: Good Hope Hospital / Accident & emergency

(as the patient),

I went into A&E with very bad abdominal pains, loose bowels, feeling nauseous and lightheaded and a sharp pain in my chest.

I was booked in for MAJORS and after waiting a lengthy time of 4/5 hours, I was called by a staff nurse, had my blood pressure/temperature checked and then told to wait for a doctor to put something into my arm (can't quite remember the name of it but it involved taking my blood as they looked at my veins.)

I was sat waiting for the doctor when I could clearly hear that very nurse speaking very loudly about my condition to other nurses.. how rude! I understand medical notes must be discussed between nurses/doctors but was it necessary to literally share it with the whole of the MAJORS department? While being surrounded by other patients and visitors, I could hear my situation being discussed so loudly. Not an ounce of privacy or confidentiality I was horrified. I was disgusted and so embarrassed.

10 mins later another nurse came in and said it was no point taking my blood and sent me over to the out of hours GP. Spent another hour or so waiting and again had my blood pressure and temperature checked. Urine sample was taken and was given a prescription for medicine and sent home.

It may have been due to my condition not being deemed as a priority compared to other patients, but I genuinely felt like I wasn't treated with the care I needed. I felt ignored. I felt so embarrassed and uncomfortable throughout my time at A&E. It was very upsetting.

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Responses

Response from Jenny Langham, Senior Complaints Manager, Patient Services, Heartlands Hospital 6 years ago
Jenny Langham
Senior Complaints Manager, Patient Services,
Heartlands Hospital
Submitted on 12/04/2018 at 14:18
Published on Care Opinion on 13/04/2018 at 11:11


Dear AnjH,

Thank you for taking the time to post your comments following your attendance to the A&E Department at Good Hope Hospital.

I am sorry that there was a delay in you being seen in A&E and that your medical condition was being discussed to the point that the conversation could be overheard in the department. I appreciate that it would have been embarrassing for you, especially with your presenting symptoms. I am also sorry that as a patient, you felt was ignored, embarrassed and uncomfortable. As a Trust, this is not how we would wish our patient’s to feel.

If you would be willing to provide further details such as your name, address, date of birth and a contact number for you, as a Trust, we would welcome the opportunity to review your care and treatment. You can do this by contacting a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to bhs-tr.Complaints-ConcernsandCompliments@nhs.net who can then take the necessary action. If you do contact our team, can I please ask you to advise the member of staff that you are responding to your Care Opinion Posting.

I will forward your posting to the senior management team for A&E, so that they are aware of your comments.

Once again, thank you for your posting, as all patient feedback is important to us, whether it is negative or positive, as this helps the Trust to improve our services.

Yours sincerely

Jenny Langham

Patient Services Officer

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