"A Trip to A&E"

About: East Of England Ambulance Service NHS Trust Lincoln County Hospital / Accident and emergency

(as the patient),

I am lucky in the fact that I am a usually fit and healthy person. Over christmas while visiting family in Liconshire, I was unlucky enough like many other people to catch the dreaded Gastro/Noro/Winter vomiting bug.

4 days into 9 days of illness and pain, I attended an emergency GP appointment as the pain was awful and I had blood in my stools.

I was sent home and consequently later that day I deteriorated further and was advised over the phone to get to Lincoln Hospital, why I couldn't attend the nearest, Grantham, I do not know. I ended up having paramedics called and being taken via ambulance.

The Ambulance staff were wonderful, we all know that Gastro is as undignified as it can get and they treated me with as much dignity as possible, even though I had to use the dreaded bed pan. I thank them immensely.

When I arrived at A&E after the wait in the ambulance outside which we all heard about over the xmas period, I was taken into a sideroom, understandable as a I was presenting with D&V. This is when my experience of care, dignity and respect went completely down the pan. In said side room I was greeted by a nurse, I don't know their name, or title.

Then left alone and a short while later I was then hooked up onto a drip, blood tests taken, etc. by another nameless nurse.

After this I was left quite a long while which is understandable, before seeing anyone else. The next person I saw was my sister who had followed the ambulance, about 30 minutes after.

In that time I was on my drip, attached to the bed so unable to move, I had no bed pan, no sick bowl and the call button, my only means of help was attached to the wall behind my bed.

Unbelievably, and I don't enjoy saying this I didn't have any toilet or vomiting accidents in the time but on reflection the fact that this could have happened feels horrible.

I was already undignified in the fact that I am doubled over in pain, alone, dehydrated and in a place where I don't know anyone. The simple things that should have happened, and that mean so much, didn't.

I am an articulate professional who works in Patient Experience within a hospital and this left me completely powerless.

What about if it had been an old lady or gent with Dementia who didn't have a member of family arrive shortly after them, or a voice loud enough to shout?

and sign up to #Hellomynameis campaign.

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Response from United Lincolnshire Hospitals NHS Trust

Dear NotAnotherNumber.

I am sorry to read your account of your poor experience when attending Lincoln A&E, and it is disappointing to read that the staff did not address the basic needs you were presenting with. If you are willing to share your details, name and date of birth, or even the date and time of attendance I would be able to address the issues with the staff concerned or with those who were on duty at that time. Please e-mail Karen.Hansord@ulh.nhs.uk should you wish me to investigate this further.

Once again, please accept my apologies.

Karen Hansord

A&E Sister

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Update posted by NotAnotherNumber (the patient)

Thank you for your quick response... I hope my example is a rare one and one that you can use in general to feedback to staff.

Response from Marian Burgess, Patient Services Facilitator, East Of England Ambulance Service NHS Trust

Thank you for taking the time to provide feedback about the East of England Ambulance Service. I would like to pass your kind comments onto the staff involved and would be grateful if you could email eoeasnt.feedback@nhs.net with the date and location we attended to so that I can track the staff involved.

I hope you have made a full recovery.


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Response from United Lincolnshire Hospitals NHS Trust

Thank you for your reply. I will ensure that your comments are shared and discussed with both the nursing and medical team.


Karen Hansord

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Response from Lincoln County Hospital

Hello - your story was so hard to read and I know that the team in A&E will be just as disappointed as I am to read this. I have passed your concerns to them; regardless of age and ability the basic tenets of care should be evident and we let you down; I am not going to make excuses about busyness or staff numbers - what you have described are the fundamentals that each and every one of us would expect; I am very sorry. The nameless staff issue is equally disappointing to read - but you will be pleased that we have signed up to #hellomynameis and this will be rolling out to all our front line services very soon. Once again I am very sorry - but also thank you for taking the time to leave your feedback - as you are in the 'patient experience business' you know how important this is to us. I hope you are now fully recovered and if you need anything further then please do not hesitate to contact us. Sincerely Jennie Negus. Deputy Chief Nurse

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