"Visit to A@E"

About: Heartlands Hospital / Accident and emergency

(as a relative),

My brother @ mother visted A@E on Sunday 28th Feb 2016.

The way my mother was spoken about is NOT acceptable.

She asked a nurse about waiting times was told they are busy.

As she walked away she heard the nurse say to another colleague well what do u expect she's thick Irish she didn't confront nurse but told my brother about incident.

They were called a while later by another nurse was told where to go so asked where to go.

Told oh just get in there.  once in room my bro was standing by bed my mum said to my brother get on the bed.  my brother said nurse had gone to get sheet to put on bed came back without sheet then accused my mum of swearing & been rude as she spoke to my brother.

Nurse said to mum well explain to my brother about situation & help him on bed like his mentally retarded because he has vast facial disfigurement & is partially sighted he has no problems understanding talking explaining etc

My bro was in quite alot of pain & discomfort was trying to ask dr about his symptoms & causes.  Was told busy muttered something yawning nurse said don't have time for this nonsense, weren't listening walking away talking to other colleagues.

The Nurses my mother and brother came into contact with were very rude ignorant treat people with disabilities disgustingly talking about them instead of to my brother.

Assume his mentally backward. don't want to help people. see disabled people as a nuisance have no time for them

Said my brother was rude.  well don't walk away when he is asking about treatments etc. the nurses Dr on duty have a obligations to care for my brother not push him aside.

Listen to what he is asking to care isn't hard that's their job.

I appreciate staff Drs busy but that's no excuse to treat my family members like that.

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Response from Margaret Mitchell, Deputy head for patient services, Heart Of England NHS Foundation Trust

Dear Mrs Buddy, Thank you for your concerns, it was very disappointing to hear of your mother and brother's experience. If you are able to provide us with further details we would certainly be happy to look into this on your mother and brother's behalf. Please contact the Patient Services Team on 0121 424 080 or by email bhs_tr.Complaints-ConcernsandCompliments@nhs.net

Kind regards

Margaret Mitchell

Deputy Head of Patient Services

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