"My disabled son's trip to A and E"

About: Queen's Hospital, Burton Upon Trent / Accident and emergency

(as a carer),

It was absolutely awful. I felt the staff were indifferent to my son's needs. They would not listen to me. They were determined that they were right.

We ended up walking out, my son in terrible distress.

Here are all the things that could be improved:


attitude of staff

inappropriate wating area for disturbed patients

information and communication

lack of privacy



the mental health crisis team

the provison of fizzy drinks machines

the waiting area

understanding of disabilities

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Response from Suzy Gordon, Corporate Development Officer, Communications Department, Burton Hospitals NHS Foundation Trust

Lisa Lamb, Matron, Safeguarding Vulnerable Adults, said:

“I’m sorry the experience was so traumatic for your son and yourself. Your story has raised some very important issues for us and we are grateful to you for sharing your experiences.

“I am now working with senior clinical staff to ensure guidance on dealing with patients who find such visits difficult is shared with all members of the Emergency Department team.

“Specifically, we are in the process of providing key members of staff at the Trust with training and awareness of Safeguarding Adults. We are also looking at our waiting area provision around the A&E area to see if any improvements can be made. We hope this goes some way to reassuring you and other people concerned about these issues, that we are taking appropriate action.”

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