"My mothers recent visits to A&E"

About: Sunderland Royal Hospital

My mother is 83 years of age. She was taken ill on 17th October, so I called for an ambulance which arrived within minutes and the paramedics were brilliant with her, however, whilst my mother was being assessed she needed the toilet so I politely asked a member of staff if she could help, her reply was in a very stern voice 'I'm busy with another patient she will have to wait but when she does go she will have use the bed pan as the previous time it took too long to get her onto the commode'. She was speaking about my mother as if she didn't matter, as if she was just another elderly person which that member of staff couldn't be bothered with, I found her 'bedside manner' appalling and if had got that member of staff's name I would have reported her, she was not very caring at all. Having said all that, the majority of staff are caring but I would say the communication needs to be looked at. I also found it a disgrace that so many patients, especially elderly, who had been brought in by ambulance we're waiting on beds in the corridor waiting to be assessed whilst drunks were being seen to first.

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Response from Sunderland Royal Hospital

We are disappointed to learn of your mother's experience in the A&E Department recently. Please accept our apologies that we let you both down. We will ask the Matron for the department to pick this up with the staff however we really would like to get more detail from you to ensure we address all the issues fully. If you are willing, could you please contact the Patient Advice Team either by email (pals@chs.northy.nhs.uk) or phone (0800 587 6513)

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