"A frustrating experience all around!"

My four year old son was referred to A&E by our GP for some urgent blood tests - he had been suffering with swollen tonsils for four weeks which had gradually become worse. At the time of referral we questioned the GP's receptionist as to whether A&E was the correct place to go but were advised that, in Wigan, there is nowhere else you can go for children under 12. We arrived at RBH A&E, were checked in (excellent service) and then triaged (excellent service). Again we suggested to the triage nurse that we weren't sure whether A&E was the right place to visit but referenced the fact that our GP sent us here. Following a short wait we were approached by two A&E nurses who, in front of the entire waiting room, proceeded to tell us that A&E was not the appropriate place to visit! In fact she said that "if we had been busy we would have just turned you away and not seen you at all". They then continued to discuss the welfare of our son without any consideration for our privacy. One particular nurse seem specifically aggrieved that we live in the Wigan area yet had visited A&E in Bolton. When we explained that this was the nearest A&E to us as suggested by the NHS Choices website she then proceeded to tell me that "even if we do the blood test you probably won't get the results as we can't share information with Wigan". We offered to take our son to Wigan but instead of this placating here she again stated that this was an inappropriate use of A&E resource. She eventually decided that she would do the blood test and examined our son. At this point I must state that her attitude changed and she dealt with him really well - displaying warmth and compassion. The nurse who actually took his blood was excellent and really child-friendly.

When we left RBH both my partner and myself were upset by the way we had been treated - particularly around the lack of dignity and respect . I personally work for an emergency Service specifically on the Health and Social Care Partnerships agenda so I can understand how pressed A&E resources are. I firmly understand the concept of early intervention to ensure that the appropriate resource is used at the appropriate time. So when we visited A&E we already knew ourselves that this didn't seem right but, as a parent, when your GP tells you to do something then you do it. What parent would do anything else?

I more than understand the nurses frustration around the 'appropriate use of A&E resources' and perhaps that day she let this boil over resulting in her sullen and divisive manner. Perhaps she should have adopted a more subjective and open-minded approach rather than implying that we were neurotic, time wasting, new parents. In any other sector or industry I would have formally raised a complaint but where the NHS is concerned this doesn't seem appropriate. I've visited RBH a number of times myself and always received a good service and always left a positive review. Just not on Friday 9th February.