"nightmare at a&e"

About: Royal Bournemouth General Hospital

I was taken by ambulance to Bournemouth A & E because of a serious reaction to pain relief due to an accident several weeks ago rsuffering multiple fractures to the foot / arm /elbow. after 3-4 hours I was moved to a mixed ward for sometime then moved to a side ward, I requested a commode the nurse said " you can walk to the toilet it is only over there" I replied I can take only one step on my good leg, she replied " what do you do at home then " I said I had a chair on wheels, she then agreed to bring a commode I waited and waited my bell not working I called out to the nurse , she ignored my cries I was desperate and was going to crawl on my hands and knees to the toilet eventually the nurse arrived with commode but warned me to make the most of it as she was not bringing it again. I was very unhappy spoke with the dr to ask if I could go home she said they were waiting for final test results but could phone me if they came back unclear, I asked her if transport could be arranged as I cannot walk the dr said yes " they would arrange it for me the dr then brought discharge papers for me to sign. 5 mins later the nurse returned with a big smile on you her face and informed me with great pleasure. " you are not eligible for hospital transport as you have discharged yourself " I told her I could not walk more than one step she said call someone to collect you, I replied I knew no one in dorset she then replied you will have to phone a taxi, she came back with a wheelchair proceeded to the phone pressed the taxi button passing me the handset, she then proceeded to the exit trying to wrestle the hospital blanket from around my shoulders although I had pyjama bottoms and a slipper on my good foot my top was sparse, you could see everything as recent weight loss made it hang down from the neck. she then pushed me outside into the open it was a very wet 4.30am. by the time I had arrived home my foot was twice its size and more painful than ever two days later going for routine x rays I was very upset to be told I had to continue wearing the brace/boot and no weight bearing on the foot or arm until further x rays in 6 weeks, not only was my short stay in a & e uncomfortable my leg and arm sustained damage and pain.

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Responses

Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Southbank

It is with very great disappointment that I have read your story outlining the very poor attitude and behaviour of the nurse in our A&E department. Please be aware that we aspire to provide every patient with high quality standards of care and I am so sorry that we have not provided this for you. I thank you for taking the time to write such a comprehensive review and may I apologise up front for not providing you with the quality and compassionate care that every patient deserves. Because of the serious nature of your comments we would need to investigate this further. Please could I ask you to contact our PALS department on 01202 704886 so that we can establish the date of your attendance and check who was on duty for that day. I would appreciate it if you would give me two weeks to review this appropriately and I will reply on Patient Opinion after that time.

Regards

Sue Mellor

Head of Patient Engagement

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Response from Royal Bournemouth General Hospital

Dear Anonymous It is with very great disappointment that I have read your story outlining the very poor attitude and behaviour of the nurse in our A&E department. Please be aware that we aspire to provide every patient with high quality standards of care and I am so sorry that we have not provided this for you. I thank you for taking the time to write such a comprehensive review and may I apologise up front for not providing you with the quality and compassionate care that every patient deserves. Because of the serious nature of your comments we would need to investigate this further. Please could I ask you to contact our PALS department on 01202 704886 so that we can establish the date of your attendance and check who was on duty for that day. I would appreciate it if you would give me two weeks to review this appropriately and I will reply on Patient Opinion after that time. Regards Sue Mellor Head of Patient Engagement

Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Southbank

Thank you for your patience and for providing us the opportunity to explore your comments further.

Your comments have been shared and discussed with the management team and they have asked that we share this letter with you that you see below.

Dear Sir or Madam

I was very disappointed to read your account of your attendance to the Emergency Department (ED); this is not an acceptable standard of care that we wish to provide. It is important that a poor service is addressed and I would like to personally investigate your concerns raised if you would be willing to confidentially share your details with me? I understand that my colleague, Sue Mellor (Head of Patient Engagement) has provided you with the Patient Advice & Liaison Service phone number. Myself, Matron for the ED or our Complaints Officer would also be happy to discuss your concerns if you wish? We can be contacted on 01202 704171 or you can email emergency.department@rbch.nhs.uk

In the meantime, please accept my apologies for your poor experience. Your anonymised comments will be shared with the team for feedback purposes. Please be assured that staff attitude and basic nursing care are of utmost importance to the Trust and that monitoring and training is in place to address any arising concerns.

With kind regards,

Rohana Lustig

Service Manager for the Emergency Dept. & Acute Medical Unit

I hope that this will provide you with evidence of how seriously we take all feedback and that you will take this opportunity to discuss in confidence with Rohana Lustig.

Please know also that you are still welcome to contact our PALS team on 01202 704886 or pals@rbch.nhs.uk

Kind regards

Sue Mellor

Head of Patient Engagement

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