About: Doncaster Royal Infirmary

22.31 - Registered at A & E reception with my Granddaughter who was suffering from severe abdominal pains. No wait time given. 23.05 Granddaughter still not seen by a nurse, she has excrutiating abdominal, back and shoulder pains. She is crying with pain, extremely distressed, hyperventilating being physically sick and burning up. This was in full view of the receptionists and several medical staff, who totally ignored her. Her symptoms were so bad another patient ask the receptionist if she could be seen by a nurse. The reply was she will have to wait. 23.10 I too pleaded with the receptionist to get a nurse and stated I would call an Ambulance if she wasn't seen within the next 5 mins. Receptionist made a phone call and within 3 mins a nurse came out and took my Granddaughter through to treatment room. 23.45 Blood pressure, temperature, and blood sample taken. Cannula inserted. 00.12 Still not seen by a Dr. Granddaughter still suffering from extreme abdominal pain. 00.45 Dr administered Morphine. Granddaughter gets instant relief from pain. 00.50 Spoke to receptionist about the way we had been dealt with and they admitted they had been extremely busy and no Triage was in operation. I was shocked to hear this and expressed my concern that lives could be at risk and would be making a formal complaint. 01.15 Granddaughter sent for an x-ray. We waited in the corridor outside the x-ray dept. There was no seating in the corridor so my Granddaughter had to sit on the floor. 01.35 someone appeared from x-ray department who said they weren't aware we had been referred as no one from A & E had let them now. They said A & E should have buzzed them. X-ray done. 01.42 Went back to treatment room and waited. The room was unbearably hot and when we asked the nurse to turn it down they couldn't do anything about it as it was centrally controlled.? 02.40 Dr returned with results of blood tests etc which were ok.....but he didn't know what the cause of the pain could be and no diagnosis was provided. 03.00 Nurse returned with some antacid drugs and antibiotics? She was discharged. I've headed this review atrocious for several obvious reasons as follows:- 1. I should not have been put in a position where I had to state my intention to call for an Ambulance to get my Granddaughter treated. 2. No Triage in operation to decide the urgency and order of patient treatment. 3. Lack of concern for my Granddaughter's plight from Hospital staff in reception. 4. Lack of communication between A & E and the X-ray dept. 5. Unbearably hot treatment rooms. (nurse was aware and commented) 6. No diagnosis from the Dr. In summary, the experience was extremely unpleasant and stressful. The lack of Triage beggars belief. This department does not function properly and is poorly managed. The treatment received met our expectations, but the lack of a diagnosis beggars belief. Urgent cases should be with a nurse within 30 mins or less.

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Response from Doncaster Royal Infirmary

We are very sorry to hear about yours and your granddaughters experience of the A&E department at Doncaster Royal Infirmary. Please be assured that your comments will be passed on and that we will look into the matters raised. To help us with our investigations we would welcome you taking the time to contact our Patient Advice and Liaison Service (PALS), where we can discuss these matters with you in confidence and gather the extra information that will help us speed up our enquiries. PALS can be contacted by phone or email on: Tel: 01302 553140 Freephone: 0800 028 8059 Minicom (Text Talk): 01302 553140 Email: pals.dbh@dbh.nhs.uk Thank you.

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