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The behaviour was unacceptable

Posted By apusnw39

"The behaviour was unacceptable"

About: Royal Cornwall Hospital (Treliske) / Emergency Department South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a service user),

Heavy nose bleed at 5.am  - Called surgery at 9.0. checked me to take my blood pressure. ok. Drove to Cornwall to stay with my niece. Between 6.0 - 9.0pm had a further 6 nosebleeds. 999 call at 9.0. My niece was a nurse and advised this.

Ambulance arrived at 01:15 One hard drive to Treliske Hospital. Very kind and caring paramedics. Put on gurney in corridor and told 17 others before me! Taken for ECG and blood tests. Started seizures from the shock of it all (from an old injury to my back in 1985 + the seizures reoccur under stressful circumstances). Asked for cup of tea with sugar which helped.

It was to be the only time I was offered until I took myself to the cafe after 10:00 having been discharged. Told by a doctor at 9:0 that I could leave, I replied I hadn't seen anyone and wouldn't leave until I did. They were rude and very short and stormed off. Later returned to say I would be seen. Two lovely doctors came and found I had a polyp in the upper part of my nose which had burst and they cauterised it. No help in leaving or to discharge myself and called my niece to collect me.

On getting back to her home she suddenly noticed the cannula was still in my upper arm! and thought it was shocking. How fortunate she was a nurse and could safely remove it.

I wish I could remember the name of the doctor who was so rude, but I can't.

I know the NHS is stretched to the limit and beyond but their behaviour was unacceptable and so is the fact that a nurse came round telling us we would be having some breakfast /drinks at 8.0, which never materialised.

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Responses

Response from Claire Billing, Complaints Officer, Patient Experience, Royal Cornwall Hosptials NHS Trust 4 years ago
Claire Billing
Complaints Officer, Patient Experience,
Royal Cornwall Hosptials NHS Trust

Submitted on 02/09/2019 at 11:00
Published on Care Opinion at 11:00

Dear https apusnw39,

I have asked the catering lead here at RCHT on your behalf what the normal procedure is for patients on ED. This is a ward that has a ward host for 24 hours each day. Breakfast is served at approximately 07.00 by the host on duty with drinks offered five times during the day. A tea round should be performed every two hours during the night.

I cannot comment on what happened in your exact case but one of the reasons why you might not have been offered refreshments might be that the ward host had been advised not to because you may have needed a medical procedure.

I am sorry that you were missed and that this added to your poor experience while in ED. I hope that you have since made a good recovery.

With best wishes

Claire Billing Contract Auditor

Mitie RCHT

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Response from Sharifa Hashem, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust 4 years ago
Sharifa Hashem
Patient Engagement Manager,
South Western Ambulance Service NHS Foundation Trust

Submitted on 02/01/2020 at 13:00
Published on Care Opinion at 13:00

Thank you for taking the time to share your story and I hope you are recovering well.

It is always rewarding to hear stories of how our staff are delivering care and support to patients and those around them when they need it most.

We would be happy to share your story with the staff involved in this instance, however, to do so we will need some specific information. If you would like us to do this, please may I ask you to contact us on either plaudits@swast.nhs.uk or 01392 261 534 and a member of the Patient Engagement Team will be happy to help you further.

Thank you, again, for taking the time to provide us with feedback.

Kind regards,

Sharifa

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