"Indifferent care in A & E at Hull Royal"

About: Hull Royal Infirmary

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Having already been seen in A & E and sent home with pneumonia on 20/8 with the insistence that if i did not improve or continued to deteriorate I must return directly to AAU. On the evening of 22/8 I started experiencing extreme pain and I was having difficulty breathing. My husband called 111 and explained my symptoms and how we had been advised to return to AAU immediately, and I unable to get in the car to travel an hour to AAU as my condition was so bad. The operator on 111 immediately called an ambulance. I was attended by both a first responder and then a paramedic crew. The professionalism and dignity with which I was treat by the Ambulance service was first class. I was given morphine to control my pain and my husband and I were given the option of Hull or Scarborough hospital due to where we live. As we had been told to revisit HRI AAU in the event of my condition worsening we chose HRI. I was dealt with quickly on my initial arrival at the hospital at around 23.40. My husband showed my discharge letter which also said to go back to AAU if my condition had not improved. At this point we were told that I could not go immediately to AAU but would have to back through the A & E system. I was moved from a private cubicle to lay on a trolley in a crowded corridor in A & E with many other people waiting to be seen. Other than the nurse checking my observations and the nurse that removed my cannular from my arm as I left, the care I received was between hostile to indifferent. I had been told that it was imperative that I drink as much as possible. Both my husband and my daughter politely asked on several occasions where they could get me a drink. This request was met with indifference, and on several occasions my husband was totally ignored.My husband continued to ask where there was a drink machine, eventually a porter suggested trying the canteen on the second floor. My daughter went to the canteen and returned with a much needed drink this was two hours after arriving at A & E, and four hours from calling 111. At no time did we see any patient offered a drink by nursing staff, the majority of patients were elderley and the wait was several hours long. The weather that day had been particularly hot and A&E was still hot and stuffy. Has nothing been learnt within the NHS from recent events at other hospitals? After several hours of waiting I saw a registrar who wanted to repeat the tests of the 20/8. We sat and waited and a nurse then came and told us that the senior registrars opinion was my diagnosis was correct and I was been discharged without repeating the tests! He hadn't even examined me! We asked to speak to him, his attitude was indifferent and I was made to feel a nuisance! I was sent home with inadequate pain relief which was only provided at my husbands insistence. My GP reviewed all the medication the next day and provided me with adequate pain relief. This should have been done in A&E! I

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Response from Hull Royal Infirmary

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