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"The upset it has caused"

About: Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus / Accident and emergency

(as a carer),

One day in April I had to attend QMC A&E department at 10.45pm  as my husband had banged his head

On arrival I spoke to the receptionist and the Sister in charge about what had happened and let them know my husband's condition FTD .

They reassured me I was doing the right thing in bringing him here and I needed to see a Dr as the wait was 4-5 hours .

I was told to wait for the triage nurse to call us in so they could do his temperature and blood pressure. 

After waiting about an hour my husband was called , I walked him over to the room when the nurse stopped me and asked me to wait as they only needed my husband. 

So I waited outside the room ,when my husband came out we went and sat back down on doing this my husband ask me if that's what people think of me .

I wasnt sure what he meant by this so I said what do you mean ? 

He replied the nurse asked me why am i wearing the lanyard he said i have dementia, the nurse replied is that from drinking .

My husband said no i dont drink .

On hearing this I felt mad and I felt like I had let my husband down for  not being there to protect him .

I reported this to the member of staff in charge who was very apologetic and said they were going to deal with this.

I was so upset I couldn't stop crying and my husband kept telling me to stop as this upset him.

The nurse came over to apologise but I couldn't stop thinking about it as the damage has been done and my husband Is now thinking every hospital staff  will be thinking the same .

And still a week later I'm still dealing with the guilt and upset it has caused 

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Responses

Response from Nottingham University Hospitals NHS Trust 2 years ago
Nottingham University Hospitals NHS Trust
Submitted on 18/05/2021 at 15:17
Published on Care Opinion at 15:17


I offer my sincere apologies to you and your husband on behalf of the Emergency Department. The way you say your husband was spoken to by the nurse is completely unacceptable and does not reflect at all our Trust’s approach to caring for patients with dementia and supporting their families. As part of our Dementia Strategy we aim to equip staff with appropriate skills and knowledge that they can communicate with and become advocates for patients who have dementia. Your feedback shows a case where this has not happened.

I am grateful that you felt able to raise this at the time with the nurse in charge, and can assure you they would have addressed it with the member of staff; but we would also like to follow up on this to make certain it will not happen again. To help us do that, could you please contact the Patient Experience Team by email to QMCPET@nuh.nhs.uk so they can take some information from you about when you and your husband came to the department?

With best wishes

Clare Mayfield

Emergency Department Matron

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