"Witness to unsatisfactory behaviour towards a vulnerable elderly lady"

About: Hereford County Hospital / Accident and emergency West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance

(as other),

I am writing to you as I feel I need to raise awareness concerning a matter that totally shocked me.

Last night I attended A&E after four hours of waiting to see a doctor I felt a bit better and decided to go home but that is not what I am writing to you about.

On arrival to A&E by ambulance while waiting on a hospital trolley bed I watched the way three staff of NHS Hereford County Hospital A&E mistreated a poor elderly sick lady, who was clearly disabled and very sick, as she lay on an ambulance trolley bed.

As the two ambulance men and nurse moved her from the ambulance trolley bed onto a hospital bed. It was appalling to see how they treated her, they seemed to not give a thought about her well being, leaning over her and not even checking to see how she was coping. They were treating her like she was a piece of meat on a butchers table.

All the while the nurse and ambulance men were engaging in a three way conversation about the nurse having her house redecorated. They did not even speak to the poor lady or encourage or comfort her. It was outrageous that the poor helpless lady was being treated that way. I do not know the elderly lady's name. I do not no the ambulance men's names. But I arrived at A&E around 10.45 pm, the lady arrived around 20 mins later. The nurse checked my blood pressure, she had blonde hair.

I was shocked in the ambulance person's manner, when the nurse said any relatives he said no no family no visitors - so coldly. I felt so sad for her and angry. I despair, if that is the norm then there is most definitely room for improvement.

I feel it is my duty that I report this and hope through my raising awareness that this sort of behaviour against a helpless elderly and clearly vulnerable lady is not the norm these days if it is god help us all. One day the three employees will be in that position themselves and expect to be treated with respect and dignity, so rightly deserved by any human being.

Do not wish to make an issue out of this, although if necessary you can double check I was there, and the nurse I speak about who took my blood pressure.

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Response from Wye Valley NHS Trust

We appreciate you raising this concern and we will do our best to look into this further. To help us to do this, we would be very grateful if you could please contact our patient experience team on 01432 372986 to provide as much detail as possible.

We aim to provide high quality compassionate care to all our patients and where this is not provided we investigate any concerns or complaints raised.

Patient Experience Team

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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

I am sorry to hear of your recent experience and would be grateful if you would consider making contact with the Patient Experience Team on telephone number 01384 246366 or via email pals@wmas.nhs.uk to discuss further.

Marie Tideswell

Head of Patient Experience

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