"Care when visiting A&E"

About: Basingstoke and North Hampshire Hospital

I have been shocked this week by the lack of care and way in which my mum has been spoken to when trying to gain assistance with an issue that has caused her excruciating pain. She first went to A&E on Thursday and was 'fobbed off' by the nurse she saw, who then referred her to the GP who completely mis diagnosed her and prescribed medication which made the problem and symptoms worse. Due to the pain she was in and concern felt we returned to A&E today (Friday) to again only be referred to the GP, who we again did not feel listened, brushed aside the concerns my mum raised and made her feel terrible for suggesting what she felt it may be. The only saving grace was that we were given some advice of who may be able to help her (outside of the hospital) and subsequently she arranged an appointment today, was treated wonderfully by some very caring people who listened to her and she has now been diagnosed correctly and her pain is getting better. Ironically the concerns she raised whilst at A&E were right and through thorough and accurate tests she has been diagnosed correctly. The time, care and attention should have been shown by the hospital when she first went in, rather than just being rushed through and made to feel like she was a nuisance. My mum has never visited A&E in her 59 years and only did so as we were all so worried for her. The only saving grace was the lovely receptionist who was on duty both mornings and even remembered my mum from the day before. Whilst I can appreciate the pressure hospital teams are under I do not feel this is a justification for the way in which she was treated. There were signs in the waiting area asking if you would recommend the hospital to friends and family - I certainly would not.

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Response from Basingstoke and North Hampshire Hospital

Thank you for taking the time to leave your comments. I am sorry that your experience did not meet the high standards we aim to provide. If you would like to discuss your experience further please contact our Customer Care team on 01256 486766 or email customercare@hhft.nhs.uk Mary Edwards Chief Executive Email: mary.edwards@hhft.nhs.uk