"lack of concern"

About: New Cross Hospital

My father-in law was referred to the SAU after being diagnosed ( eventually) by his GP with urine retention. Whilst we were seen almost immediately on arrival, my Father in law ( 87 years old with very poor mobility) was left prepped for a catheter for over 3.5 hours in a side room on a narrow trolley with no ability to move.We asked twice for a nurse to come and help as my father in law at this point was in severe distress in extreme pain but to no avail. Finally my husband cracked under the strain, and stood in the main nurses area of the ward and shouted for help at the top of his voice. That did bring a reaction - a senior staff nurse then stood in the corridor and berated my husband and myself telling us there were patients older than my father in law and other people who had been waiting a lot longer than him for attention! They went off shift at this point and their replacement - a far more caring and empathetic person, quickly arranged for a comfortable bed and the fitting of a catheter within 20 mins. The result? my father in law ended up staying in for 5 days due to kidney failure and was eventually discharged - however this is not the end of the story as they missed the Sepsis and he ended up being re-admitted two weeks later but thankfully to Stoke on trent hospital and not Newcross. He is now recovering well and will soon be discharged home. My advice, dont go there if there is an alternative.

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Response from The Royal Wolverhampton NHS Trust

Thank you for taking the time to post your comments relating to your father-in-law's patient experience at our hospital. I am sorry for any distress that this matter has caused.

To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further.

In the meantime I wish your father-in-law well with his recovery.

Kindest regards

Alison Dowling

Head of Patient Experience and Public Involvement