"A joke"

About: The Royal Victoria Infirmary

My daughter had an accident at work, she passed out and hit her head, after waiting 90 minutes for an ambulance I put her in the car and took her myself. First we stood in one queue to tell a nurse, than another queue to sign in. After about 30 minutes we seen a nurse, she took bloods, told me she was surprised that my daughter was walking around with a temp as high as it was. Sent to sit back outside, to sit and sit and sit. People were walking in with takeaways, the smell was shocking. Some people were shouting and laughing as if they were at a football match, extremely annoying considering someone literally pops their head out shouts a persons name out once and then disappears, if you miss your name you've had it. As for the doctor we did eventually see, what a horrible person, she never once smiled, after calling my daughters name and we walked over, not a single smile or hello, she walked as if she was on a march, we were having to just about run to keep up with her. Her attitude and the way she spoke to us was applauding, the vet talks to my dog with more feeling than that. My daughter had a raging temp, I was given a leaflet and told to go home. I felt that the doctor considered us an inconvienece. I appreciate doctors get rushed off their feet but manners and courtesy cost nothing. If I treat and spoke to people like that at work I'd have been sacked long ago!

Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your feedback on NHS Choices about your daughter’s experience in the Emergency Department. We are sorry to learn that the experience when attending the Emergency Department did not meet your reasonable expectations. As you will be aware, the Emergency Department can be very noisy depending on the number and condition of patients attending the Department. Our staff do try to ensure that patients and members of the public behave in an appropriate manner while waiting to be seen .The department has 24 hour security presence with additional support from Northumbria police and they will monitor the waiting area and challenge any inappropropriate behaviour. We apologise that you found the department noisy on the occasion that you attended with your daughter. In respect of staff calling patients through to be seen, we would wish to reassure you that the staff will never just call for a patient once. If there is no reply then staff will return and call for the patient until they locate them or until they establish that the patient has left of their own accord. In respect of the member of the medical staff who consulted with you, We are very sorry that behaviour displayed was not that which we expect of all of our staff. Without further details of when you attended we are unable to identify the member of staff concerned and address the issues that you raise. To enable use to fully investigate your concerns we would be most grateful if you could contact Matron McNab on 0191 233 6161 to provide further details. Thank your once again for bringing these issues to our attention.

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