"Upset with my husband's care in accident and emergency department"

About: St Helier Hospital / Accident and emergency

(as a relative),

My husband had a blockage, and had to get his tummy drained. He was so upset, I had begged the staff nurses and doctors as he was so unwell. They left my poor husband for an hour and a half before they put a catheter in. As he had already had an operation, this should never have been blocked.

We feel that the service and care he received was terrible, no one seemed to care how upset or distressed and embarrassed he was.

I said so many times that my husband was so upset, but staff just promised he would be seen next. I begged the staff in A&E to help him, as he was in so much pain. He thanked the doctor who at last saw him.

The staff may think he's just a patient, but he's my husband and he broke down. Please don't treat people like this.

I hope my husband's operation happens soon, so we don't have to go back to the hospital again. We come to get help, but the staff left him to suffer in pain and to be ignored. The staff in A&E should realise how they let our family down.

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Response from Epsom and St Helier University Hospitals NHS Trust

Dear Mrs Good,

Thank you for taking the time to let us have feedback about your husband's experience at St Helier Hospital's A&E (accident and emergency) department.

I am sorry to hear he has been unwell and that you were so unhappy with the care we provided to him.

As you would expect, it is difficult for me to understand and, if possible, explain what happened without knowing more about your husband's case.

With this in mind, I would ask that you contact our patient advice and liaison service (PALS) so that they can look into it for me. They can be contacted via our website (www.epsom-sthelier.nhs.uk/pals) or by calling 020 8296 2508. You can also email pals@esth.nhs.uk.

Once again, please accept my sincere apologies for the obvious distress suffered by you and your husband. I hope you will get in touch so that we can look into this in more detail.

Pippa Hart

Director of Nursing