"Felt so insulted"

About: Royal Blackburn Hospital

I arrived at the A&E on 24/3/15 just after 7:30 in the evening with 2year old daughter whom ingested antisickness medication which was not hers. I also had with me my husband and my 21months old daughter. On arrival the children's department was very busy and as expected we waited. We were told that she should be fine and must remain to observation until 1am and then can go home. We waited for a bed with two tired children until something between 11:30 to midnight after asking for a bed when by this time several beds and cots were empty. It was disappointing to chase for a bed but I was glad to get them to sleep after their difficult tantrums. By this point me and my husband were exhausted as well as upset and concerned as parents. A doctor arrived and told us on four to five times I'm here now I'm coming but then rookie til after 2am to attended to us. They seemed to be reading my daughters notes for over 30min and then said a nurse will come to observe her. At this point I assumed they would be discharging and said 'oh ' in an tired tone. This doctor could not be more insulting or rude. They go a go at me while I was stressed and upset about my daughter, they said what's the problem. I was shocked at their response but continued with, thought u were doing observation as we were told she can leave by one. The doctor arrogantly replied ' I am a doctor I don't do that, ok! We are busy and we will see you when we do , ok! You can't just come first' she was so belittled and of no importance. My 11 months woke up crying short while after and I had to leave the room to stop myself breaking down into tears. My husband and me self both are healthcare professional and would never speak to a patient the way I she spoke to me. The doctor had no respect for what my family was going through

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Response from Royal Blackburn Hospital

Dear Ms Javed Many thanks for your feedback on your experience of our Emergency Department and children's area at Royal Blackburn Hospital and thank-you for taking the time to do so. I can only apologise that your experience was not a positive one for yourself, your husband and your children. I have passed your comment onto the team who will speak to the staff concerned about your experience of care with them. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve our care for every patient, carer and relative visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk. Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Many thanks again for commenting and I do hope your daughter is recovering well Wendy Stobbs, Senior Patient Experience Facilitator

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