"Rude, Aggressive And disrespectful Treat me..."

About: The Royal Victoria Infirmary

Arrived after being advised from 111 at roughly 10pm that I needed an ambulance (drove in the end due to ambulance delays which was fine) Arrived roughly Midnight after being told wouldn't need to explain why I was there as they had already been made aware- was there due to psychosis, Suicidal ideation and intent etc - They weren't. At the triage desk I collapsed twice from the stress of what I was going though whilst the triage nurse was rude and aggressive to my partner with their aggressive questioning of "what's the matter with her?" while she was trying to get me off the floor in the end a kind policeman helped me up at which I collapsed again and another policeman got me a chair as the entire waiting room and a&e staff just stared. (I wasn't fully conscious for the next hour or so. Getting to about 4am My partner asked how long it would be until I was seen and was told another 2-3 hours and that the crisis team hadn't been contacted and that i would be seeing an a&e doctor. What I needed was emergency mental health help and I wasn't going to get it so we chose to leave at this point the triage nurse on duty then started probing into why I hadn't come on my own, why I had needed an ambulance in the first place. All the while being rude and aggressive no better than the earlier nurse. All in all as a young Bipolar sufferer I feel that I was not treat fairly or that they cared about what was going on... it felt like I was being treat like an attention seeking child when in fact i am a mentally ill person with needs that weren't met.

Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your review on NHS Choices. We are very sorry to learn of your poor experience when attending the Emergency Department at the RVI and assure you that that is not the standard of behaviour we expect from staff working in the department. As your review is posted anonymously we are unable to investigate the issues you raise in detail but would be very keen to do so in order to understand the problems that occurred. As such, could you please contact the Patient Relations Team on 0191 2231 382 so we can discuss this further, look into your concerns and address any outstanding issues. Alternatively you may wish to contact the Matron for the Emergency Department who will be more than happy to discuss your experience and explain the referral pathway to the mental health services if you would prefer to contact her on 0191 2829927

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