About: Royal Blackburn Hospital

i went with my auntie to the hospital, after she had an accident and badly hurt her wrist. we went to Burnley general urgent care first at 4pm on Sunday 4th of May, we where seen fairly quickly altogether the time spent there for treatment was 2 and a half hours, we where then told that my auntie needed to go to Blackburn royal accident and emergency, as we had no transportation, and where told that we would be taken to Blackburn in an ambulance. after an hour and a half of waiting for the ambulance I went and had a talk with the doctor about my aunties health, as my auntie is a diabetic, and didn't have her insulin with her, as she had left the bag with it in at home as we where rushing to the hospital. I was worried about the time it took us to get to Blackburn and how long we would be there for. the doctor then said they would get us a taxi to the hospital and they would pay for it, and that she would make sure we would be seen as soon as we arrived at Blackburn, because of my aunties health. we arrived at Blackburn at half eight, and was told that we wouldn't be seen straight away as there was only one bone doctor on. and we where told to wait in the waiting room. firstly the waiting room was disgusting, there was blood all over the floor, and spilt drink all over the floor, that where partially dry so they had been there a while, the toilets where even more disgusting with sick all over the place, no toilet tissue, I held my self for the 5 hours we where there, I mean this is a hospital they should be cleaned more regularly than they are. there wasn't enough seating so most of the patients ended up standing up. I had talked to the receptionist and a few nurses because the one doctor was very busy a few times telling her about the fact that my auntie was a diabetic, but they said there was nothing they could do we just had to wait, which is fair enough but they could of at least offered her a sandwich or something with sugar in it, so that she didn't have a fit, because as well as the insulin we also didn't bring any money. at half 11 my auntie had finally had enough, I mean we had been in hospital care at both Burnley and Blackburn for 7 and half hours, and my auntie should have taken her insulin hours before so she was really worried she would have a fit. she went to the actual doctor and told him she was going home, and explained the reason why, he said 'why didn't you come tell me sooner', proving that there is also a communication issue at Blackburn. he said he would see my auntie straight away, the treatment that my auntie had there took another two hours, however the room where she was given her pot was a disgusting mess, is it so hard to clean as you go, and my auntie refused to get on the bed, as it hadn't been changed from the half naked man who at sat on it before her, I know there was only one doctor on that night, but there was enough nurses, enough that one of them nipped out to get herself and her colleagues I presume take out

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Response from Royal Blackburn Hospital

Dear Sir / Madam, as the Matron for the Emergency Department at East Lancashire Hospitals Trust can I first of all express my regret that your aunties recent experience of our service has not lived up to the standard that we would have expected. I am sorry to hear that you felt that there were a number of issues during your visit that gave you cause to raise concerns. Whilst I am unable to comment on the specific circumstances around the attendance, we do take every message of feedback as an opportunity to learn about how our services can be improved for the future, whether that be positive feedback or otherwise. Should you wish for me to investigate the specific circumstances to your feedback I would be more than happy to do so, in order that we can provide you with some answers and assurances around how we can take these issues forward to your satisfaction. If you would like for us to do so, please contact Matron Janet Hackin through 01254 263555 or via email janet.hackin@elht.nhs.uk

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