"upsetting and disgusting"

About: Watford General Hospital

What could be improved

My Mum was taken to A and E in terrible pain, she couldn't keep still and shouted out in pain a lot, the nurse we had first was so rude and horrible, she came in and said we need a sample, toilets are next door and left specimen bottle on bed and walked out. i had to help my mum to toilet to get specimen, after that i had to chase nurse to try and get pain relief for my mum in which the same nurse replied - there is not much i can do if she isnt going to take the gas and air so its up to her !! , she was in so much pain she couldnt concentrate on taking gas and air correctly, while i was explaining this another nurse walked by and said - can you shut the door to bay 9 , no need for all that noise, stupid !! I commented how rude they were and walked away. after being there nearly an hour and a half she was given Morphine by a different nurse who was lovely. It makes so much difference to just be nice and caring ! After another hour without seeing anyone i then had to find someone to see what was going on and if she could have anymore pain relief . we were made to feel like we were wasting the nurses time, it turns out my mum has gall stones and a puj obstruction and is now spending her second night in hospital, the rudeness of the nurses in a and e have really upset me and i am shocked they behave like this, i hope i or any other member of my family never have to go to a and e at watford general again. such a shame as i have given birth in the maternity unit and they were lovely, shame the a and e dont work the same !!! disgusting service, i hate leaving my mum there . i think a and e staff need to think about the comfort of the patient and try to care . we were left with my mum in agony, the pain was too much ,

Anything else?

a and e staff need training on caring and treating patients like they would want to be treated

Story from NHS Choices

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Response from Watford General Hospital

Thank you for taking the trouble to comment through our NHS Choices service. You’re clearly very unhappy about the experience you had at Watford General’s A&E department and issues of this nature are taken very seriously. We are always concerned to hear of any patients who are unhappy with the care and service they have received.

Without full details of your specific case it is difficult to comment. But the importance of a wholly positive patient experience is one of our key objectives, and the issue of communication between our staff and patients is a fundamental area we’re working hard to improve in.

We know that our senior clinical colleagues will want to investigate this thoroughly on your behalf, so we can look into what went wrong for you and why.

Therefore if you are willing to do so, please contact us directly through the Trust’s Complaints Team at wherts-tr.complaintsteam@nhs.net . We will aim to thoroughly investigate these issues promptly, and provide you with a detailed response.

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