"Dire service at the A&E"

About: Manor Hospital

Early this morning I had an awful experience at the A&E which is a huge shame after other family members recommended the manor based on their excellent care experiences. I was told to ring 999 and get an ambulance based on an assssment by the 111 service I felt that I didn't want to use life saving resources and got my husband to drive m to A&E. I was seen quite quickly by a triage nurse who had an extremely poor bed manor. He was rude, brusque and made me feel uncomfortable and vulnerable. He didn't take a proper history of what was wrong and wasn't interested in what I had to say about my spinal problems, pain, pins and needles and problems with going to the toilet. He made me lie down on a bed which immediately caused me pain and distress due to my severe back pain - I had tears rolling down my face and was having spasms- but he didn't care at all. My bladder was examined deemed not full enough to be an issue and then had my temperature and blpod pressure taken. This nurse them proceeded to tell me I had an infection somewhere in my body and needed to go and see a dr somewhere else in another service. I said no because of my back pains, pins and needles and toileting issues he wasn't happy but said he would find me a cubicle and arrange a doctor to see me. He left and didn't come back for 30 minutes which was extremely uncomfortable with my pain issues. Eventually he came back and pointed at a cubicle and said go in there- no escort, no bedside manner. I couldn't get into the bed as it's too high and uncomfortable. I then spent three hours waiting for a doctor - either stood up trying to bare the pain or sat down with my husband as I couldn't use the bed. After an hour and a half waiting my husband went to he nurses station to enquire how long it would be to see the doctor he was told I was next but one. An other hour and a half later and still no doctor to I could no longer stand the pain and decided to leave and go home to at least try and get some painkillers an to be able to lie down. No one cared when we left with me shuffling out of the department n obvious pain. During that 3 hours not one member off staff came to check on me, communicate or have any involvement! Four hours in A&E and no one even attempted to treat me with care or consideration. I ended up gong back to my GP who assssed my condition and gave me a range of muscle relaxants and pan killers, antibiotics laxatives and supposition to deal with my pain and an infection. I have also been referred to see a spinal surgeon on Saturday due to my issues. Walsall A&E was a huge disappointment the people I encountered had no right to work caring for people when they lack basic courtesy, communication and empathy skills.

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Responses

Response from Manor Hospital

We are extremely disappointed that your recent experience in the Emergency Department at Walsall Manor Hospital was unsatisfactory and would be grateful to have the chance to review your episode of care and investigate your concerns. In order that your individual case can be investigated I would be grateful if you could provide your personal details and contact information to our Patient Relations Team. Please give them a call on 01922 656463. Following investigation Matron would be happy to feedback in a face to face meeting or in writing.

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