"Disgusting service at A&E"

About: Royal Bournemouth General Hospital

I took my sister to A&E after she dropped boiling water onto her ankle and twisted her knee when falling over. After arriving at the hospital we were soon seen to initialy asses the injury, we were the put in a room for nearly 3 hours without being seen. I asked different nurses on seperate occasions how long it would be till my sister would be seen to be spoken to very rudely by both members of staff that someone would be in shortly... 45 minutes later I ask again as I dont see this duration as shortly. After such bad service from the hospital I decided that I would just take my sister home as it was pointless just sitting in a room for hours on end not knowing when she would be seen. I advised the receptionist that we would be leaving as were very unhappy with the length of time we had to wait and she answered this with 'other patients had priority' this made the situation even worse it this told me that my sister was not worth the hospitals time and all other patients were more important. ALL other patients that were in the waiting room when we arrived and others after we had arrived at the hospital had all been seen and treated before where as we were just ignored! I will asses my sister's knee myself as I am a sports therapit and I will arrange for her to see a GP on Monday. However I am disguested with the way that I have been spoken to at this hospital and the way that my sister was treated was unfair. I would appreciate an acknowledgment of this comment and an answer as to why anyone should have to deal with this!

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Response from Royal Bournemouth General Hospital

Thank you for taking the time to share your feedback with us. We are sorry to hear that your sister had a disappointing experience in the Emergency Department. Without having your sister’s details we are unable to investigate further. If you would like us to investigate your concerns please contact Becky Protopsaltis on 01202 704062 in the emergency department or alternatively our PALS team on 01202 704886 Kind Regards Sue Mellor Head of Patient Experience

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