"Recent journey through A&E and EAU"

About: Northampton General Hospital (Acute)

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Thursday ;28th November 2013. My stay through this these clinical departments was traumatic and unsatisfactory. Basic Communication was exceptionally poor. At no stage did any member of staff introduce themselves or use my name directly. I was referred to at one stage as 'this one' when being transferred from one area to another. My observation as an ex NHS employee of over 40 years was one of horror at the lack of treatment and basic care to the four elderly women in the same bay as myself. These elderly patients in a six hour period were never once offered or supported to have oral fluids or food. In my opinion these ladies were of considerable age and appeared very ill, definitely unable to get themselves a drink. At one stag my own daughter went to decently cover another patient and gave her a drink. Patients were left soiled and with wet beds because at no time were they offered toilet facilities. One of the ladies cried out for pain relief 5 times and was totally ignored by nurses even though she was situated near the nursing station. There was no evident medical care for any of the elderly ladies at any time during my stay and I personally did not see a doctor for 6.5 hours (remembering I had never seen a doctor in A&E). When I did see a doctor her care was exemplary. The nurses in general did not engage with patients and appeared visually chaotic. The senior staff on the ward appeared to stay in the nurses station for the whole period. Both A&E and EAU appeared to me to be similar to a war zone!

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Response from Northampton General Hospital (Acute)

We're very sorry to hear about your experience Katie, and we would like to investigate what went wrong. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) to provide your details so we can follow this up and, if necessary, advise you how to make a formal complaint. You can contact us at pals@ngh.nhs.uk or on 01604 545784.

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