"Treated like dirt in A&E"

About: Lincoln County Hospital

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We were called in to the A&E department at 1.15AM after my Dad had been taken in following a really bad fall. Firstly, we had been told that he had been taken to Boston by one source and Lincoln by another. When I phoned the hospital to establish his actual location, I was passed on 3 times to members of staff who made me repeat the details each time, demanding what right I had to ask after a patient. Once we arrived in the department, me and my Mum were made to feel worse than criminals. We were understandably upset, knowing that Dad had been very badly injured, but the receptionist who "greeted" us, (or should I say eventually acknowledged our presence in an otherwise empty waiting room) was rude and showed a complete lack of interest or empathy for our situation. The staff who were treating dad were much better and treated us with some respect and sympathy. However, the nurse who accompanied us when Dad was moved to another department was rude and stand-offish. When I asked for a wheelchair for my Mum (who is very poorly herself with heart disease and cancer), this nurse's attitude seemed to be that Mum was being deliberately awkward and making the nurse's life difficult by having reduced mobility. She made it quite clear that she was impatient at being made to wait while we caught up. I was totally disgusted at the way we were treated in A&E. The staff on the ward were somewhat better, but we were ignored when we first arrived and left wondering what was going on. My Dad died in the hospital the following day.

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Responses

Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

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I am so sorry about your clearly very distressing experience; at a time when you and your mother needed compassion, support and good communication we clearly let you down. There is no excuse for rudeness, nor being dismissive and I would like to offer our sincere apologies; your posting will be shared with staff and I know they will be really disappointed to read about the way you were made to feel.

Please also accept our condolences on your father’s death - even if, as you say, the care on the ward was better your anxiety and distress in trying to find him and then being with him must have made this so much harder for you - I am so sorry. If you would like to discuss this further or have any questions then please do not hesitate to contact me directly: jennie.negus@ulh.nhs.uk and I will do all I can to help.

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Response from Lincoln County Hospital

I am so sorry about your clearly very distressing experience; at a time when you and your mother needed compassion, support and good communication we clearly let you down. There is no excuse for rudeness, nor being dismissive and I would like to offer our sincere apologies; your posting will be shared with staff and I know they will be really disappointed to read about the way you were made to feel. Please also accept our condolences on your father’s death - even if, as you say, the care on the ward was better your anxiety and distress in trying to find him and then being with him must have made this so much harder for you - I am so sorry. If you would like to discuss this further or have any questions then please do not hesitate to contact me directly: jennie.negus@ulh.nhs.uk and I will do all I can to help.

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