"Organisation and professionalism"

About: Tameside General Hospital / Accident and emergency

(as a relative),

The organisation or lack of it in A&E at this hospital needs addressing. The mission statement discusses dignity, respect and how they aim for older people not to not feel lonely. In my experience, I have not seen this applied. Some nursing staff seem to have developed a way of avoiding discussion with concerned relatives as they wander around. Relatives are at their mercy, as they avoid eye contact or keep you informed. Some interpersonal skills are of a minimum with many of the staff. Empathy, a smile and compassion really isn't much to ask for a frail vulnerable old person who once had a responsible position. The body may not be what it once was but did anyone ask how they should address? Mr or Mrs? No. They assume it is ok to use a first name. They talk to me sternly, to establish if memory is impaired. They seemed to forget that pain is individual and they mocked when concern was raised! I found this experience showed a disgraceful show of professionalism!

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Response from Philip Dylak, Director of Nursing, Tameside Hospital Foundation Trust

I am sorry to read about your experiences in A&E. Whilst this is a very busy department, which sees about 1500 patients each week, we still expect our staff to show empathy and concern, particularly for the more vulnerable users of our services. I will ensure your posting is brought to the attention of the Matron and Senior Nurse Manager for this area.

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