"Disappointed"

I took my 90 year old mother to A&E after a fall, and a referral from her GP. We knew we would have to wait and it was some time before we saw the nurse, at the reception desk. There was no indication how long we would be, or where we were in a queue. Three hours later, my mother sitting in a not very comfortable wheelchair and in draughts because there was no easy place to put the chair which didn’t block access, we were called through to a cubicle which appeared to be more of an office with no bed or chair. The doctor asked why she was there, as she couldn’t hear him and he didn’t repeat the question I told him that she had fallen heavily on her arm and her GP was concerned there might be a small fracture.. He asked if she could raise her arm, could put it across her chest and then felt her upper arm through her coat. We were then sent to X-ray. On our return from X-ray we waited in the draught some more and eventually the doctor called us to the corridor beside reception and told us there didn’t appear to be a break...I asked if a sling would help. 'Do you want a sling' he asked. Yes, if it will help I replied. Another wait then we were taken back to the cubicle area but this time we were in the corridor while two nurses sorted a sling for my mother, talking about their handover and patient details, totally ignoring her. After giving me a leaflet they both walked away without saying anything to either of us. Assuming we were dismissed we left.

I can tolerate the waiting and can quite understand the reasons, what I can’t accept is the total lack of care and compassion from the medical staff for a frail, cold, 90 year old. The check in receptionist was the most helpful and sympathetic person in the department.

On a positive note,the receptionist at the main desk.went out of her way to help. On arrival I had problems finding disabled parking and she rang the parking attendant to see if I could stay where I had parked under the circumstances. Then a space right by the door became vacant so I moved my car to it and by then the receptionist had come out with a chair, put it next to the door so my mother had the minimum distance to move, and proceeded to push her towards the entrance until an air ambulance man gave us a hand. I didn’t get either name but they were the two rays of light in an otherwise bleak afternoon.

Both my parents have had very good treatment at RSH on the wards, it’s such a disappointment it doesn’t seem to be the case in A&E.