About: James Paget University Hospital

My mother was taken to A&E by ambulance at approx 2am this morning with vomiting and abdominal pain. She is 82 years old, has Alzheimer's and also has a stoma all of which I informed the staff in A&E.On arrival she had her blood pressure taken and an ECG. Then she had bloods taken and the cannular was left in situ with two tubes attached in case medication was needed. Three and a half hours later she still hadn't been seen by anyone and all this time she was in pain and vomiting. By now my mum was wanting to go home and due to the Alzheimer's was confused as to why she was there. She could see the staff at the desk as the curtains had been left open and was making remarks about how much food they were consuming. I tried my best to keep her calm in that time and kept telling her she would have to wait her turn ,but due to her condition she doesn't retain anything that you tell her. In that three and a half hours not one person even popped their head in just to make sure she was ok or to even let her know that she hadn't been forgotten. I at one point I went to speak to someone and tried to explain that mum was getting confused and agitated but it didn't make any difference. It just so happened that the paramedic who took mum to hospital came by and saw us there and asked if we were ok and was surprised to still see us there and I told them that mum was still waiting to be seen. I believe they went to speak to someone and about another half an hour after that a doctor came in. They were very apologetic and very pleasant and kind to mum. X-rays were then taken and medication given to take home to stop the sickness. I went to find out about the car park cost and on return mum had coat on ready to go home. This was then about 7.15 am. Whilst driving home I could tell that something was bothering mums arm. I pulled over to find the cannular had still been left in her arm . We had almost arrived back home by now so I had to turn around and take mum back to JPH to have this removed. There was no apology. Eventually arrived back home at 8.30 am. Not the sort of service one would expect.

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Response from James Paget University Hospital

Dear TH

Thank you for providing feedback related to your recent attendance at A&E with your mother.

I am sorry to hear that your/your mother's experiences of the care provided were not as we would wish.

I do hope, however, that your mother is recovering well.

Whilst I have shared your comments with the teams involved, I would appreciate it if you could contact me on the telephone number below as this will enable me to obtain specific details which I can explore further with the staff involved.

Alternatively, you could contact the Patient Advice and Liaison Services Team on 01493 452651 who will be more than happy to help.

Kind Regards

Amanda Hood

Head of Patient Experience and Engagement

Tel: 01493 452304

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