"Fathers Appendix 06/01/2013"

About: University Hospital (Coventry)

Hi I had to call an ambulance for my father who was in agony due to his appendix bursting... we explained the situation of him not being able to move. My father is a tough old school person who wont sit down when he is in pain. He isn't the sort of person the lay down. we called for an ambulance and were told we weren't going to get an ambulance as it wasn't urgent enough. i felt like i had to plead to get an ambulance and also the person who called have no remorse towards my fathers illness. i had to fight to get an ambulance and when they turned up they were so good in getting dad some pain relief and escorting him to hospital. So when we arrived at Hospital we were told to wait near the triage for a nurse to see us. who came out and with a very remorse decided that dad wasn't serious enough and just escorted him to the normal waiting area. at this point i wanted to tell the nurse what i thought of her but decided i didn't want to delay my father more time at being seen. Just because my father was walking didn't mean he was any less serious that the other people who were bed ridden. I felt a level of racism and i feel that i will never ever say anything good towards the NHS. the service we got was pathetic. After asking the nurse a number of times and knocking their door to no answer i was forced to go in and ask the nurse for pain killers and i felt like i was doing her a favour by asking. after sitting for more than three hours we were called in and met by a great doctor who I didnt catch the name of but after speaking to him and explaining the situation he decided to admit us to the ward and get my father checked out. why did we have to wait for nearly 4 hours to get to this level of service is beyond me. my father was in agony while he was awaiting to be seen. yet i felt no one cared and no one took any idea of what pain he was in. they were all just hanging around trying to complete their forms taking no care in the patient. my father has a local business of Coventry and has been working for over 45 years in Coventry since coming to this country at birth. this is appalling service we received. Once in the ward i have nothing but good things to say about the hospital and the NHS.

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Response from University Hospital (Coventry)

Thank you for providing feedback on the recent visit of your father to the Emergency Department at University Hospital, Coventry in January 2014. I am very sorry to hear that you were unhappy with the experience on this occasion and that you felt that the care you received was below what you expected to receive. To clarify a number of points you have raised: The ambulance service and corresponding operators that you contacted are not run by the hospital trust. While I am sympathetic given the length of time you waited, I would ask that you contact them directly with your concerns in order that they can investigate and respond accordingly. Targets have been set nationally for A&E departments across the country to see, admit, transfer or discharge patients within four hours of attendance. The first Monday following New Year (the day of your father’s visit) is traditionally the busiest and the most difficult the NHS faces each and every year and University Hospital was no exception. However your comment confirms that we did admit your father within the target time. You mention that you felt that your father was the victim of racism. We prioritise our patients on the basis of need and no other criteria. All staff follow a course of equality and diversity training before they begin working for the Trust. The Trust is committed to ensuring that all members of our rich and diverse communities receive the best and most appropriate care. If you feel that this was not the case I would urge that you get in touch so we can discuss with you. I am concerned about the response that you received from the staff in ED while you and your father were waiting and will see that this is raised and your comments fed back to those in the department so that they can understand and address in the future. As I say, we would very much welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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