"Worst experience of my life at A&E"

About: Southampton General Hospital

My 18 year old daughter was in a car accident last night and due to her neck being painful she was taken by ambulance to the Southampton General Hospital A&E department. I was immediately worried due to all the horror stories that I have heard about this hospital. I asked if she could not perhaps go to Winchester, but I was told that Southampton is the trauma hospital. The paramedics were amazing, but when they left at 12pm last night our ordeal began. My daughter was checked over by the first nurse and then wheeled through to a cubicle awaiting a doctor to see her. As she was strapped up with a head block and had to lie on her back she soon became uncomfortable. I went and asked a nurse to find out when she would be seen by a doctor. The nurse never came back to me. After an hour I went and asked again and explained my daughters discomfort. The nurse then got a doctor to come and see her and roll her over. They told my daughter she needed to have an x-ray done. I asked how long this process would take before we got results and I was told it would be less than an hour by the nurse as the doctor would not address me directly (I found this odd and quite upsetting, but I left it). My daughter was taken for her x-ray and brought back and we were told that the doctor would be with us soon. We waited an hour, with no feedback or any medical staff coming to keep us updated in any way or make sure my daughter was alright. My daughter became increasingly distressed as we were now at 2am point. I went and asked a nurse 2 more times when a doctor would be looking at the x-rays as at one point there was 6 doctors (2 senior and 4 junior) and 4 nurses at the nurses station standing around and chatting and laughing. On the one occasion I was told that there was no doctor assigned to my daughter yet. The next occasion was that a doctor was assigned and that my daughter was next in line after 1 more patient to be seen. They said they would go look for the doctor. They came back but never once in the next hour did they come and tell me whether they had found the doctor or anything. She was not busy as they were laughing and sitting around with the other nurses, so there is no excuse. My husband arrived and also went and asked what was happening and told the same thing. What really upset us was that the next thing all the nurses and doctors were trying on clothes and laughing at the nurses station, but still no doctor had time to come and see us. My husband went back a last time and by this stage had enough. The nurse tried to tell him they were all busy and that although my daughters case was not a priority, the x-rays were not of such a nature that she could just go home, making us worry. the doctor then came quite quickly and after discussing x-rays we were allowed to leave. We got home at 4.30am!!!!!!! This was the most disgusting service I have ever received anywhere!!!!

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Response from Southampton General Hospital

It was disappointing to read the feedback you posted about the experience you and your daughter had in the Emergency Department following the accident she was involved in. We are sorry that it was such a negative and poor experience for you. The feedback will be shared with the staff in the Emergency Department to reflect on and if you would like to discuss this further please do not hesitate to contact the Patient Support Service on 023 8120 6325.

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