"Wasting two hours in a & e department Reading..."

About: Royal Berkshire Hospital

Anything else?

My 8 year old son has been suffering with a bad stomach and says his legs feel heavy and painful to the point he cannot walk on them. This has been going on now for 5 months. I took him to my gp and they did a blood test and urine sample both came back normal but he is still having the same problems. He has been having too much time off school because I can't send him whilst crippling over in pain and not being able to walk. I told my gp that the pain started in the belly button area and then moved down to his right side where his appendix are now the pain has moved to the other side and still unable to walk sometimes. Today 20th March 2013 I had to take him to a & e to see if they could help as again same pain and not being able to walk and another day off school. After sitting there for few minutes the nurse called us she took all the usual things, temperature, blood pressure, and then asked him to do a urine sample and also she put some cream on the back of his hands so he could have a blood test done. After that my son did the urine sample and we sat down to wait. 2 hours and 15 minutes we were called in to see the actual nurse that was going to help (or so I thought ) well I have never been so angry and dissapointed in all my life she was rude and obnoxious she told me that it was not a accident or emergency situation and could not do anything so I said but what about the blood test and urine sample he has been asked to do and she said we don't need that done as we can't help him in this department. He has probably got something that just comes and goes and we will never find out what it is like we don't know what's under the sea or in the sky which I thought was a horrible comment she also said I don't think this is a life threating condition. Whether this is or not all I wanted was for my child to be looked at blood and urine taken and go from there instead got nothing but a rude nurse that should not be working there as obviously does not care about anyone. She said go back to your gp and then they will have you referred. I have told her I have been to them they don't want to know either and then finally she said well change your doctor. I walked out in disgust and disbelief that we could be treated in such a way and also I have now just spent £4.50 for nothing and to me that's a lot haven't got money to burn but that wouldn't bother them would it. Why are we paying out for these services when we can't even get the help we need what a waste of time these people are could not care less about you at all really really angry about this so thanks to that so called nurse and the gp we saw the first time my son has still got to go on suffering no one seems to think about them.

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Response from Royal Berkshire Hospital

Thank you for taking the time to provide feedback so that we may improve our service. We are sorry for the delay you experienced in the Children’s A&E Department and we apologise that you were treated rudely. The staff on the unit are usually very courteous and professional in everything they do so it is very disappointing that this was not what you experienced. Investigation shows that you were initially seen by a doctor and not a nurse. The doctor felt that your child's condition was not an emergency and that he needed to be investigated as an outpatient by your GP, and that perhaps your GP should have referred you to the Children’s Clinic for investigations. We should have clarified this to you on the day in a more sensitive and professional manner. We should also have ensured that adequate pain relief advice was given to you for your child's comfort. We can again only apologise for your predicament but hope that you appreciate that this was a one off and that we strive to provide our patients with the best care possible. If you would like to take this forward, perhaps you would like to contact our Patient Relations Department by telephoning 0118 322 8338 or emailing talktous@royalberkshire.nhs.uk

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