"Not a great experience"

About: The Royal Victoria Infirmary

after arriving at a A & E I was seen initially by a nurse who had someone else's notes attached to my personal details. Apparently I was there for a fix to two broken vertebrae- an injury I had sustained on holiday 2 weeks ago. I would say when I arrived in A&E I was suffering from shock and possibly a little confused and I did think had I been on holiday? Had I broken bones in my back? Erm no... Thankfully no I had not. To be fair I did chuckle which was possibly the impossible after being admitted to hospital. I was then sent back to the waiting room where I had endure a drunk try his luck with me. Frankly I just wasn't in the mood.. I was entertained however by the front reception staff and co workers (ambulance crew and others) discuss incidents and complain about their 'customers' mentioning police. I was then moved into what I think was resus, a controlled access area to the left where I was led to a sparce room. Whilst in the room again I was entertained for over an hour listening to staff discuss personal lives, laughing and joking. I was then 'stumbled ' upon (I wasn't on the computer so was forgotten about).

Don't get me wrong, I have the utmost respect for these dedicated individuals, who have trained hard and work long hour, however, what would have happened if I had been seriously ill and they had left me in that room without checking that I was ok? Frightening to say the least. I became very upset after hearing an older gent struggle with his breathing obviously distressed. Although sparce was the room there was a box of hankies to comfort me. Don't get me wrong, I understand the role to be very stressful, but is it right to laugh and joke in front of patients with their colleagues?

So in short I would say although staff were pleasant, I certainly did not feel reassured and feel professionalism is lacking some. I did think perhaps if you stopped discussing what happened last time you were out and sought out your missing patients I may have been discharged earlier, reducing the waiting time for others.

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Response from The Royal Victoria Infirmary

Thank you for taking the time to leave feedback on our Emergency Department RVI and bringing your experiences to our attention. We are very sorry to learn of your poor experience when attending the Emergency Department and would wish to assure you that this is not the standard of behaviour that we expect from our staff.

We have already shared your feedback with all staff in the Department and outlined our expectations to staff and do thank you for sharing your experiences with us. If you wish to contact the Patient Relations department and provide your details on patient.relation@nuth.nhs.uk , we will be able to investigate the incident fully with the individual staff concerned which will enable us to provide more detailed individual feedback to you.

Thank you again for the time you took to describe to us your experience.

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