"Terrible service and trigger happy security"

About: The Royal Victoria Infirmary

After experiencing servere abdominal pain I rang for an ambulance. After waiting 40 mins I rang again and was the asked by the ambulance crew why I rang. Credit to the crew they convinced to to go to a and e to get checked over but once arriving I was dumped by the main door to writhe in agony whilst 5 or six crews and a few nurses stood around having a bit banter. I went to the tiolet to vomit and once returning was told I shouldn't have they'd been looking for me. Shame they didn't ask the paramedic I asked where tiolet was.. Was then seen by a triage nurse who barked orders at me and pushed me through to another waiting areas. I then saw the sign that said three and a half hour wait and asked of this was correct I was told yes. I advisesed them I was in a lot of pAin and would rather go home and be comfortable after walking out was chases by a paramedic to told me the receptionist I spoke to did not know what category I was I went back in at this point four security guards surrounded me. I then told me I shouldn't be allowed back in after walking and should carry on walking. Terrible poor service all around felt like more gossiping was done than work and if bosses had any sense CCTV would be used to monitor staff as well as patients

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Responses

Response from The Royal Victoria Infirmary

We would wish to offer a sincere apology regarding your experience when attending the Emergency Department and would like to assure this is not the standard of behaviour we expect from our staff and it is not acceptable. Your experience has been shared with all the nursing staff in the department and they have been reminded of the standard of behaviour expected and that poor behaviour will not be tolerated. Again we would wish to apologise for your poor experience. Unfortunately, without more specific detail we cannot address this with particular staff involved, to ensure their learning from your feedback. Should you wish to discuss further please feel free to contact Angela McNab, Emergency Care Matron, who will be happy to follow this up, through our switchboard on 0191 233 6161

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