"Emergency assessment unit"

About: Broomfield Hospital

Mum mother was eventually admitted into eau after 6.5 hour wait in a&e, and thus despite her oncologist ringing through to say mum had to be admitted and despite her being 86 and in chronic pain. All the staff during this were lovely except the initial nurse who was curt and uncaring. Once admitted onto a ward with three other ladies, one who was suffering chronic dementia and shouted and screamed all day and night (something very wearing for patients and staff alike), we then had phone call from occupational therapist who asked lots of questions and then wrote totally incorrect information on mum's records, which necessitated several conversations to rectify. More shocking than anything was mum asking numerous times this morning to be helped to the toilet, being told numerous times she would have to wait, which then resulted in mum messing herself. Mum was devastated by this loss of dignity. One of the nurses on the wards was rude to mum when she requested pain relief and sharp with me when I asked for a paper bag or similar to take mum's soiled underwear home with me, and was told no, just like that, no manners or care at all. I don't know why this nurse chose their profession as they haven't got a caring bone in their body! I also heard the nurse telling off a member of staff loudly and rudely, something that isn't for visitors ears. I am also shocked that the unit refused the hospice any information on my mum's condition, despite it being the hospice nurse who instigated mum's referral to hospital. In fact the hospice nurse who tried to come to visit mum was told to go away as the consultant hadn't requested their attendance. The hospice wanted to help so what was all that about, and surely their inclusion is down to the patient. I admire our nhs, and realise how lucky we are to have it, but my experience with eau has caused me to complain, something I have never done previously about anything before. I appreciate what a difficult unit this is and how hard some of the staff were working but it has been totally let down by this more senior nurse and their appalling attitude to visitors, colleagues and more importantly, their patients. I must say that the member of staff who came with coffee for mum was lovely, the domestic was lovely and another member of staff are a real credit to the unit with their lovely sunny warm nature. Broomfield has tainted my view of the nhs.

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Response from Broomfield Hospital

I am so sorry to read about the experience your mother had whilst in our care. I have forwarded your account to our Matron for Emergency Short Stay, Deputy Associate Chief Nurse for Emergency and the Associate Chief Nurse. Can you please email my colleague terence.large@meht.nhs.uk your contact details so that someone can speak to you. Best wishes and apologies once again, Jonathan - Patient Experience

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