"Treatment for an acute asthma attack at A/E..."

About: Queen Elizabeth Hospital (Gateshead)

My daughter was taken by myself to A/E for treatment for an acute asthma attack. She was having great difficulty in breathing. The waiting area was empty. The receptionist insisted on taking my daughters details before she could be seen. I told her I could do that so she could be seen immediately as she was in great distress. She ignored this and continued to insist in a non friendly manner in filling in details on her computer before she could be seen. I protested several times and said she needed seeing now to no avail. It seems to me that she had her priorities reversed. The patient, my daughter was the priority not the paperwork. Also this woman delayed things further because she said my daughter was not on her system. So what! She has not been in this situation for several years thank god so probably wouldn't be Eventually after 10 minutes of questions answered by myself while my daughter sat in further distress she was taken through to the A/E department. Generally the medical staff and nursing staff in A/E where good apart from one nurse when I asked a question responded in an abrupt manner and was not reasuarring for my daughter or myself..She made us feel that we should not ask questions or be involved in decision making about care. There is room for improvement particularly in the reception area and in receptionists attitude. We are people not a number. There was no response to our concern that she required urgent treatment , apart from the fact that she needed to complete her details. It left us feeling angry and frustrated and that our voices where not being listened to.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Queen Elizabeth Hospital

We're really sorry that you've had a bad experience at the QE and we'd like to understand more what happened when you attended A&E. If you could contact our PALS team on 0800 953 0667 or pals@ghnt.nhs.uk we'd be happy to listen to your concerns in order to make the patient experience better for everyone.

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story