"Disgusting , elderly patient ignored an left to..."

About: Southend Hospital / Accident and emergency

I attended A&E Southend on Friday 4 March 2016.

After suffering an accident at the gym I waited 2 hours for an ambulance and a further 5 1/2 hours at A&E. The waiting time is not my complaint. I witnessed an old man in a wheelchair being left to soil himself even though myself, my partner and another lady pointed out to staff that he 'needed to go'. He was left for over an hour in his chair. I witnessed young children sitting in the same waiting areas as your Friday night druggies and drunks. I was not offered any pain relief in the 5 1/2 hours waiting and nor were other patients and the triage nurse took my temperature and told me to wait outside!!! After almost 4 hours The doctor informed me that I had fractured my wrist and then left me another hour because the nurse 'thought' I had gone home. And the receptionist... OMG . So rude, unhelpful and downright obstructive refusing to give their name or wear an ID badge!! I have put in a formal complaint on 4 April, and I copied in my MP and my Councillor, all have sent me a nice letter saying that Southend are 'looking into my complaint' No-one has actually called, written or endeavoured to do anything else to see if this has been resolved. I have now contacted the CQC and once 6th October arrives I will be contacting the PHSO.

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Response from Southend Hospital

Dear Sir/Madam,

Thank you for your post and we are sorry to hear about your issues relating to our Emergency Department.

I will forward your comments to our complaints department as this would be the route to pursue these issues - unfortunately via this site we do not have personal identifiable information but please be assured I will send on your feedback both to our Emergency Department and to Complaints to ascertain if it can be linked.

In the meantime, please contact complaints with your details to complaints@southend.nhs.uk so that this can be investigated.

Thank you for taking the time to feedback to us, your comments are important to us.


Patient Involvement Team

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