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"Absolutely disgusting"

About: Royal Cornwall Hospital (Treliske) / Emergency Department

I was admitted to hospital on the first occasion by an ambulance and I got assessed within 30-45 minutes of being there which is an ok wait. But then I didn’t get seen too for another 6 hours!! Then they tried sending me home with no answers while I waited 6 and half hours to be seen! In the end I spent a total of 10 hours here and left with no answers. In the time being here I was spoken to very rudely by the receptionist. I was sick and in a lot of pain and still nothing was being done, I went up to the receptionist and asked when I would be seen too because I have been waiting almost 6 hours and they very rudely turned around and said “um no you have been waiting 5 hours and 40 minutes” !!!!!!!! They made it sound like it was okay to wait that long. I understand others are more of a priority due to severeness, but in the time I was there several people had been in, assessed and seen too and was able to leave again!! Not only was I there for myself I was there to have my baby checked which I am currently carrying. My baby did not get checked and they even tested my urine to make sure I was pregnant!

The second time I waited just as long to be seen to, was taken in by an ambulance due to my ecg had changed and was concerning! This time while I was waiting to be seen too I had got in a lot of pain and I was ignored by the nurse and they left me to suffer! This time round I still had no scan no listen to my daughters heart beat to make sure they’re ok! I was then told I had a possible irritated gallbladder but they did not do an ultra sound to make sure it’s not inflamed or attached to my lungs! So I left the hospital once again in pain, with no answers as to why I went there. Now I’m currently suffering because i do not have the patience to wait that long again to leave with no answers or infact no help!

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Responses

Response from Royal Cornwall Hospitals NHS Trust 6 years ago
Submitted on 29/11/2017 at 10:33
Published on Care Opinion at 13:34


Dear Anonymous

Thank you for posting a review of the Emergency Department at Royal Cornwall Hospital. I am so sorry to read that you had a negative experience on two occasions you attended the department and discharged without any answers as to why you were in pain. I have contacted the Matron who is responsible for ED and forwarded your concerns and experiences to her; she also offers her apologies and has provided the following statement:

'At the time of your visit, the Emergency department was very busy with many patients requiring Emergency Care. Patients are seen in order of priority based on their presenting complaint and clinical symptoms. We do however expect our patients to be treated with respect and dignity at all times and if in pain then to have pain relief offered. We would like to apologise that this was not your experience.'

I hope you find the above response reassuring and I can confirm that the concerns you raised will be addressed with all staff involved. If you are still in pain or worried about anything at all please do contact your GP or Midwife so that they can ensure that you are examined and receive any tests or treatment you may require.

If you do experience any further problems, please do not hesitate to contact me on here or alternatively leave a message with our Patient and Family Experience Team (Complaints) on 01872 252793 or email rcht.patientexperience@nhs.net.

I hope you are now feeling much better, and are able to enjoy the rest of your pregnancy.

With kind regards

Michaela Brewer, Patient Experience Coordinator

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