"Rude staff"

About: Royal Albert Edward Infirmary

I visited a & e on Friday 2nd May via ambulance as I was experiencing severe pain in my back, shoulders, and lower ribcage. The paramedics were second to none. They explained everything and made me feel very safe. Different t kettle of fish in the a & e department. The first nurse that saw me looked like she couldn't give two monkeys and when was rude when showing me to a bay. Then whilst in bay 7 (opposite the nirses station) waiting to be seen both myself and my husband overheard a female member of staff say 'how dare he have a heart attack at 10 to 2 when I finish at 2!'. We were absolutely mortified! Especially as my husband lost his father to a heart attack in resuss in the very same hospital!! Another thing that happened was that the doctor who explained what tests I needed to have and why just left without giving me any results. I got to find out that they were treating me for a blood clot on my lungs when I asked a nurse if the injection she was going to give me was pain relief and she replied. 'No it's for the blood clot.' As you can imagine I was shocked and so was the nurse when she realised that none of the doctors had been in to explain what was happening. I understand that it was early hours in the morning and the Dr was keen to finish but he could've just said out of courtesy that he was finishing now so was handing me over to his colleague. It's not all bad though. The two medical Dr's that came to see me were lovely. They explained everything fully and even took into consideration that I had a 2 week old baby at home when deciding my treatment which I found very thoughtful.

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Responses

Response from Susan Heighway, Patient Relations / PALS Manager , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust

We were sorry to learn of your disappointing experience when attended our A&E Department, it is not what we wish to hear from the people who are using our services. The Trust takes all complaints seriously and would be happy to look into your concerns on a more formal basis if you wish to get in touch. I was pleased that you did have a positive element to your treatment from the 2 medical doctors which I will ensure is also passed to the Clinical Director for the Emergency Care Centre.

Kind regards

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