"Had a shocking experience from staff at..."

About: Royal Blackburn Hospital

I took my mum to A&E today, staff were abrupt and didn't seem to care about patients. there were loads of staff standing around conversing about non-work related topics such as 'pound bakery'. there was no urgency amongst the staff to see patients.

When we went in to see the nurse to fill in the medical forms, i found their tone very rude.

The nurse asked my mum if she had taken any painkillers for her headache, when my said 'no not yet', the nurse responded with 'that's what painkillers do, they get rid of pain' in a demeaning manner.

after we had seen the doctor the nurse injected my mum, she didn't react at all when she fell down onto the bed from dizziness. And when my mum said 'that hurt' the nurse responded with 'injections tend to do that'.

i didn't feel confident in the doctors ability to diagnose the problem, the doctor didn't give full details about the next step and just left. Also the doctor spoke extremely fast and was mumbling, for a patient who had dizzyness and a headache my mum missed a number of points the doctor had made. Before the doctor disappeared the doctors said my mum could get a prescription that she would have to come back to the hospital to get from there chemist or she could take an injection, when my mum said im not sure which one i should go with, the responded with ' well ive given you all the options you need to make the decision' again the doctor came across rude and abrupt.

the staff i met at the hospital need to understand there not doing the world a favour by working at the hospital. If they can't be caring towards patients they are clearly in the wrong profession.

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Response from Royal Blackburn Hospital

Thank you for your feedback regarding A&E at Royal Blackburn Hospital and thank you for taking the time to do so.

I am very sorry for your experience and in order for me to investigate further, I would be grateful if you could contact me to provide some more information.

I can be contacted on 01254 734471 or you can email me on helen.ritchie@elht.nhs.uk.

If you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Thanks again for commenting.

Helen Ritchie

Senior Patient Experience Facilitator

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