"No dignity or respect by doctor in A&E"

About: West Middlesex University Hospital

Anything else?

Although it was over a year ago, the experience still haunts me. My 86 year old father had to be taken to A&E as his catheter was blocked and causing him great discomfort. As he had prostate cancer the district nurses would not get involved with this. He was a few weeks away from death at this point and the hospital had sent him home to spend his last days there with his family around him. He was in great pain, as the cancer had spread in his body. The wonderful ambulance staff looked after him and tried to ease his pain the best they could before taking him to the ambulance, and the situation was quickly rectified by a nurse once we had reached A&E. We then had to wait for a doctor to agree he could be sent home. That's all they had to do. My dad was in excrutiating pain and we just had to wait, and wait, and wait. I approached a doctor (who I can still see to this day) and he told me my father wasn't going to be seen any time soon. He was very rude and arrogant, how dare I ask! I asked again only to be snapped at by him. I told him my father was dying but he just walked away from me. I spoke to a nurse and told her I was going to take my father home some how. I didn't know how at that point as he couldn't walk or even sit. She asked the nurse in charge of A&E to intervene. He was very understanding and said he'd arrange transport straight away. It did take another 2 hours before my father was back home. God knows how long we would have waited otherwise. What an awful experience for my father to go through, having worked all his life, fought for his country and then to be treated in such a manner by an arrogant person, who I hope never to see again.

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Response from West Middlesex University Hospital

We are concerned to read about your experiences in our hospital. Your comments have been shared with the consultants (senior doctors) in our A&E department as well as the senior managers in charge of A&E, our Medical Director and our Assistant Director of Patient and Public Involvement. It would be impossible for us to investigate your concerns, which you say happened over a year ago, based on the limited information we have. However we would urge you to get in touch with us so that we can look into this further and, if you would like, to arrange for you to speak to someone senior in our A&E department about this. Please contact our PALS (Patient Advice and Liaison Service) via pals.service@wmuh.nhs.uk / 020 8321 6261.

We always encourage patients, and their carers, to take up any concerns they may have by asking to speak to the manager in charge of the area, or the matron in charge of the area. This allows us the opportunity to put things right while the patient is with us. We now ask all inpatients, and patients in A&E, to fill in a comment card asking whether they would recommend us to friends and family. This gives us timely feedback that helps us improve our services for all patients.

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