"Let down by the system"

About: North West Ambulance Service NHS Trust / Emergency ambulance Royal Albert Edward Infirmary / Accident and emergency Wigan Infirmary / A & E Liason (Adults)

(as a parent/guardian),

At 6pm i called an ambulance for my 21 yr old son who told me he had taken an overdose the night before and that he was hearing voices. He also has a  history of  poor mental health. The ambulance staff were amazing with him. He was very embarrassed and reluctant to go to the hospital but begging for help. They reassured him no one would  even know why he was at hospital other than the staff .

 On arrival he went into triage where from behind a curtain to my horror one member of staff shouted "are you still suicidal"   i was in complete shock as was the paramedic who put their head through the curtain to  remark on this comment.

 We saw the mental health nurse after a couple of hours who promptly made us aware there was no beds available for my son in any mental health facility   even though my son was begging to be admitted. They said he could stay in Wigan overnight where he  would see the   RAID team the morning after.   

At  18.30pm approx  the following day he was seen by 2  harsh nurses whom i can only  describe as arrogant and cruel.  They asked him what he wanted he explained Help and their response was what do u want us to do... i said he needed help with his drinking and the voices let alone suicide attempt needed serious attention. They said the only beds available were down south   away from me his mother  or take   the home care option where someone will come out the following day.  He and i as his mother  felt  completely    abandoned and let down by the system. Cant see the care he gets from here on being any better . hope im wrong. I had to stay with my suicidal 21 year old son all night last night  to make sure he is still with me today.   All i can say is this lack of care can't have a good effect on the suicide rate.  Shame on you Wigan Infirmary!


Response from Katherine Earlam, PALS Officer, North West Boroughs Healthcare NHS Foundation Trust

Dear Anonymous

Thank you for the taking the time to post your comments.

My name is Katherine Earlam and I am a Patient Experience Manager for the Trust.

I was very sorry to hear of your experiences and I would like to offer my apologies.

I would like to assure you that this is not the level of service we expect as a Trust.

Your comments will be passed onto the team and I would welcome the opportunity to speak with you so that I can help to resolve your concerns.

My contact details are:

Number: 01925 664450

E-mail: complaints@NWBH.nhs.uk

My hours of work this week: 9.00 am – 5.00 pm

Once again I would like to thank you for taking the time to tell us about your experience. We sincerely value your feedback as this will help us to improve our services for other people in the future.

Kind regards

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful