"Taking longer is better than forgetting basic patient care"

About: Doncaster Royal Infirmary / Accident and emergency

(as a friend),

After attending the A&E department with my friend yesterday I wanted to share with you my experience.

Firstly I would like to say it was evident how understaffed that department was. There were 2 nurses in the whole of the department and I appreciate that.

What I found totally unacceptable was the attitude of the majority of staff working in that area.

I think people need to ask themselves why they became a care giver in the first place. Do they want their patients and families to feel like a burden and an inconvenience? I would hope not but that's how the department made you feel. There was no eye contact from staff. I think so that you didn't ask them anything as they were passing. They didn't respond to a friendly smile. They didn't ask how patients, families were feeling even though some looked extremely scared. All these things in my opinion can be done when taking peoples basic observations. Instead it was silence and in some cases pure frustration because they could not get things done quick enough.

Have patience for people, care for people. They don't just want you to make them physically well. They want to feel at ease. Please remember that when you come across someone in extreme pain, someone who is scared or alone, someone who doesn't understand what's happening to them. If it takes you longer to explain to a patient what is happening to them, what medication is given to them then surely that is better than forgetting basic patient care?

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Responses

Response from Gill Pickersgill, Communications & Engagement Officer, Doncaster and Bassetlaw Hospitals NHS Foundation Trust

Thank you for your comments and we are so sorry to hear about your recent experience. We expect our staff to deliver the highest standards of clinical care whilst being friendly, honest, compassionate and polite to patients and visitors. Please be assured your comments will be fed-back to the department.

If you would like to discuss this further please contact our Patient Advice and Liaison Service (PALS), where we can discuss these matters with you:

Tel: 01302 553140

Freephone: 0800 028 8059

Minicom (Text Talk): 01302 553140

Email: pals.dbh@dbh.nhs.uk

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Response from Doncaster Royal Infirmary

Thank you for taking the time to feedback on your visit to Doncaster Royal Infirmary. We are sorry to hear that the service did not meet your expectations and would like to assure you that we will look into the matters raised. To help us with our improvements, we would welcome you taking the time to contact our Patient Advice and Liaison Service (PALS), where we can discuss these matters with you in confidence and gather the extra information that will help us speed up our enquiries. PALS can be contacted by phone or email on: Tel: 01302 553140 Freephone: 0800 028 8059 Minicom (Text Talk): 01302 553140 Email: pals.dbh@dbh.nhs.uk Thank you.

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