"Uncaring and unprofessional"

About: Manor Hospital / Accident and emergency

(as a parent/guardian),

I took my 11 month old, who's learning to walk, to A&E after she had fell and hit her forehead -and was a little bit drowsy and tired and had an episode of vomiting so 111 had advised we needed to be seen.

When we arrived at A&E we were told to go straight to the main desk due to my child being under 1 and they would see her straight away.

I stood there with nurses and doctors walking past me for at least 10 minutes not even taking a bit of notice when I said excuse me. Then one nurse turned around and said I'm not really here so I cant help. I stood opened mouthed not really knowing what to say.

Another nurse then found us a cubical to sit in after I was "obstructing the corridor". The cubical was dirty with opened dressings and health and safety concerns with leads left across the floor in the walkway. It was dark and dingy too.

A nurse then came into the room after 15 minutes, no eye contact, no introduction and sharply said what's happened? she looks alright to me. I told the nurse the story which she then nastily replied you need to take care of you child and watch her. you should have just left her there and she would of got up herself. she cried because you picked her up and startled her.

I couldn't believe how cold she was with me. She then told me she's too pink to have anything wrong with her. She then tried to get observations but nothing was picking up on the monitor so she left it and walked out without saying anything. That was it, I'd had enough of being treated and talked to and treated like a piece of something on the bottom of a shoe.

Half an hour later we were still sat there, not really knowing what was going on or who we were seeing. My daughter had vomited another 2 times but when she then came back in, she wasn't interested and told us we needed to go somewhere else to see a doctor, she then marched up the corridor leaving me struggling with my daughter and bags and pushchair and just stood waiting for me to catch up to send me round to urgent care.

The nurses and care assistants on duty were having a lovely catch up laughing and joking outside the cubical and in the corridors too - no wonder the waiting times are so long in A&E! I work for the NHS and I've never seen what I think is such uncaring, unprofessional care in all my career.

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Response from Garry Perry, Patient Relations Manager, Walsall Healthcare NHS Trust

Dear Mrs Mc2206 - I am sorry for your poor experience. I wish to assure you that the way in which you were dealt with is not typical of the attitude of staff at the Trust nor does it mirror the standard of care that we aspire to deliver. Of course we would like to speak with you about your experience in order to investigate this matter further. Can you please contact us via the Patient Relations Team on 01922 656463 or email patientrelations@walsallhealthcare.nhs.uk please mention Patient Opinion if you do make contact so this can be logged accordingly.

Regards Garry Perry, Patient Relations Manager

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