"Constructive criticism of A&E"

About: Basingstoke and North Hampshire Hospital

- At about 05:00, due to my collapse, my partner called 999. An ambulance came quickly, as did the paramedics whom they called. - I arrived at Basingstoke at about 06:00. My partner was unable to come due to her severe lack of mobility. I was settled in. A bracelet was put on me. Some skin tags were positioned, with difficulty, due to the large amounts of sweat. A nurse took bloods from the right inner elbow. By now I had told several medical staff, several times, that due to a car accident, I had received a severe brain injury, and thus had a poor memory. - At about 08:00, I gave a urine sample. My name was checked, and a corrected bracelet was put on me, replacing my partner’s surname. I asked for a blanket, telling a nurse that my shivering was part of my symptoms for admission. - At about 09:00 I was told that my bloods had been lost. Another nurse tried to take some more blood. She waggled the needle around and got a line, but none in the flask. She took out the butterfly and put it on the bed trolley. She re-stimulated the left inner wrist vein, and reused the butterfly. She blew the vein and gave up. A second nurse came, and tried. He chastised me for my low pain threshold, which I put down to my strong shivering and illness. Further skin tags were put on me, one on my hip. - at about 10:00, I was told that my urine sample had been lost. - At about 12:00 I was told about the considerations surrounding my illness, but that none had been decided. - At about 14:00 I was discharged, and given medications, with instructions about them and hydration. Since I was with a Berkshire surgery, my doctor would have to phone NHH for information. I went to the warmth of my son’s car. - Chaperone – some patients are not in a fit state to take in advice and important facts from medical staff in A&E. Phone their next of kin. - Blood-taking- this is an art. Some staff do not have it. Be aware of their abilities. - Name tag- confirm name tags before writing up bracelets and records. - Warmth- Hospital blankets are thin. Some parts of hospitals are near the outside. Some patients need warmth. - Loss of samples- This wastes a couple of hours that could be important to the patient. Reassess the pathway. - Re-use of needles – All objects that can infect a patient should never be re-used. - Positioning of skin tags- train staff in the purpose of skin tags. - Cross CCG boundaries – Integrate with all local surgeries.

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Response from Basingstoke and North Hampshire Hospital

Thank you for taking the time to leave a comment on NHS Choices. I am sorry your recent visit to the emergency department did not meet the high standards we aim to provide. I have passed on your comments and suggestions to the clinical leaders, but if you wish to discuss your visit in more detail 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