"Bad A&E experience after bad 111 advice"

About: Royal United Hospital

Had to take 80yrs old friend with delerious infection who could not stand or say his name, and had serious heart and diabetes issues to A&E as 111 refused an ambulance.

On arrival no wheelchair and greeting nurse said: I cannnot help you at all. Eventually ambulance person on going back outside found a wheelchair that was very unmanoeuvrable.

Another nurse: i have to tell you all that you will not be seem for 5 hours but you can come back tomorrow.

Eventually left hospital in 3 hours after getting wheelchair stuck in gents, having been directed into the wrong WC by a third member of staff.

The glass entrance doors are badly designed for wheelchairs access with the heavy difficult wheelchairs.

The only beverages are from a machine. Reception staff declined to change a note for us to get any tea.

The doctor eventually seen was excellent.

All in all a sad management failure in staff training with all the signs of a wearied demotivated workforce.

The notion that this is an "Emergency" service and that 111 has a clue is very far from any reality.

The Primary Care services are far far better despite the often unreasonable stresses they are under.

My experience was simply of thoughtlessly bad management.

Story from NHS Choices

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Response from Royal United Hospital

We are very sorry to read about your experiences of the service provided by our staff in the Emergency Department at the RUH.

We welcome your comments as they do help us to identify problems and improve the quality of our service and care.

If you would like us to respond to your concerns fully we would ask that you contact our Patient Advice and Liaison Service on 01225 825656 or via email at ruh-tr.PatientAdviceandLiaisonService@nhs.net

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