"Suprisingly speedy treatment but poor attitude of some staff"

About: Royal Gwent Hospital / Accident & Emergency

(as the patient),

After many bad experiences of the Royal Gwent over the years with my son myself and a friend, his was life threatening, l have to say the speedy response of the ambulance was very fast and the attitude of the ambulance staff was very efficient and very caring and kind.

A few days ago I slipped and very badly injured my back, I was taken by my husband to Neville Hall and was discovered to have several fractured ribs. Thursday morning l tried to get up and started to have very severe muscle spasms, my husband called an ambulance and it took me to the Gwent.

The Doctor was very good, efficient and kind, but when l had an x-ray l had a spasm attack and one of the staff was not very understanding or nice she was very rude.

The older lady and the man taking the x-ray were very kind. I collapsed in their arms while my whole body went stiff with the spasm. I had no control of my body and she was demanding I sat back down in the wheel chair. I just couldn't move and in terrible pain.

I don't think she should be around sick people. In fact I suggest she has a course in people skills. Then when I was discharged I went to try to get up from the bed and again another nurse needing people skills, when you are in a lot of pain you need understanding not someone telling you how good they are and you should listen to them and then tutting, turning away saying l know I'm right, that does not build confidence in someone who is in terrible pain, a small thing to complain about but attitude is a big to someone in pain.

Apart from those 2 people my experience was a good one of the hospital and I will not worry about going there in the future. The only thing I would say is don't employ people who can't engage with patience who need kindness and understanding.

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Response from Julian Hayman, Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello Doris May,

Thank you for your feedback, which is very much appreciated. I am sorry to hear that you feel you have had experience of poor people skills from one of our staff.

I have passed on your comments to the Manager of that hospital. However, if you would like to complain formally, please email your concern directly to the Putting Things Right Team at Puttingthingsright.ABHB@wales.nhs.uk

Please include the following information in your email:

•your full name


•telephone number

•the name and address of the patient (if you are emailing on behalf of someone else)

•and where necessary, the next of kin



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Update posted by doris mary (the patient)

I really wanted to say how, on the whole I was happy with my treatment and I do not want to make a formal complaint, I just wanted to make the hospital aware that attitude is an important part of hospital care, most of the staff were very very good, especially the doctor on call, thank you very much for your response.