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general lack of real care /at A-E dept

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"general lack of real care /at A-E dept"

About: Eastbourne District General Hospital / Accident and emergency

yesterday I had the misfortune to attend the A+E department of Eastbourne Hospital after being recommended by the 111 service to go to this hospital on arrival I reported to the reception and notes of my problem were noted on the yellow form and advised to sit in the waiting area within 20 minutes I was seen by the triage nurse who took all the information of my problem and she had the decently to tell me that it might a bit of a wait to see a doctor that being at least 90 minutes but to my dismay after 4hours and 20 minutes I asked if I would ever be seen by a doctor and was told in no uncertain terms that my problem was not urgent and at my age what else should I expect is this deliberate ageism in A=E or is it directed by senior management to discourage older people from attending this hospital as that would seem to be the situation or just plain ignorance .

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Responses

Response from Eastbourne District General Hospital 4 years ago
Eastbourne District General Hospital

Submitted on 16/09/2019 at 16:03
Published on nhs.uk at 17:06

Thank you for taking the time to leave us some feedback about your recent visit to the Emergency Department at Eastbourne District General Hospital; we do appreciate it. The Trust works hard to provide a high standard of care for all patients, and therefore it is both of concern and disappointment to read this has not been your recent experience. Please accept our apologies for the upset caused to you as this was not our intention.

As you will appreciate our Emergency Department’s see high volumes of patients in often complex, challenging or life-threatening situations and whilst we endeavour to see all patients within the national four-hour target, the unpredictability of patient flow and the severity of cases arriving or emerging during their attendance means that we cannot always achieve this. Nevertheless, it is important that patients are kept informed of delays, and we apologise if staff did not let you know of any extended delay you would experience.

However, of particular concern is the feedback you have provided in respect of how you were spoken to by staff when you asked when you would be seen by a doctor. In addition to our position as a responsible healthcare provider, committed to serving the local population without discrimination and strongly supporting fairness and equality for all, our treatment values should reflect our wish for all patients to be treated with kindness, compassion, dignity and respect. Disappointingly, your feedback suggests these values were not always present and we apologise for this. If you are able and would be happy to share more information directly with us about the remarks made to you about your age and the symptoms you presented with, then please contact our Patient Advice and Liaison Service (PALS) at esh-tr.palse@nhs.net or by calling the team on 01323 435886.

We very much hope that despite the experience you have fed back to us on, you subsequently received the care and treatment you required and are making a recovery from the symptoms you presented to the Emergency Department with. We will also ensure that your feedback is shared with senior clinical and management staff so they can reflect on your comments for future service delivery.

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