"Visit to A & E"

About: Sunderland Royal Hospital

Arrived by ambulance on Thursday 27th November at 8:40pm with a seriously infected foot which was spreading up my leg. Sat on corridor for 45 mins, pushed into office and sat there in silence while "nurse" read screen on PC and totally ignored me for a further 45 mins. After very short basic questions, (name, address complaint etc) was pushed into almost empty waiting room for approx 45 mins. Then taken to small room and left for about an hour or more. A very friendly and helpful male nurse then entered and inserted a cannula into my right arm. He then asked me if I wanted a sandwich and cup of tea for which I was very grateful. This warm, freindly young man was a credit to the hospital! I was then told by the nurse (who had been reading the PC earler, " I will give you antibiotics intraveniously". about 30 minutes later she returned and inserted a drip into my arm. The anti biotic drip finished and about 30 minutes went by before she returned and asked how the drip was going, I told her it had ended 30 minutes earlier, she then told me "you should have told me" (I had not seen any one for almost an hour so I wondered who I was supposed to tell. I pointed out the three enourmous blisters on top of my swolled infected foot. (I had taken a photo with my phone and still have it) She told me that "I suppose I will pad it to protect the blisters" she the went away (again) and returned about 30 minutes later and applied a bandage to my foot. I then sat there for another half hour and eventually hobbled out of the room and along to the reception area.and asked if I could go home. I could not walk and it was raining heavily, I asked for a crutch to help my walking but this was refused and I was weeled down to reception in a chair. After a few minutes a femail ambulance driver/paramedic told me she needed a chair and took the one I was sitting in a woman.walking with her then sat in the chair and was pushed into the hospital. As I was waiting for a taxi, I watched a group of elderly people briskly walking towards an ambulance and from their conversation knew they were being "run" home, this was puzzling as I arrived into the hospital as an emergency had bare feet, a badly infected foot coved by a thin bandage, no coat, no money and had been that I had to find my own way home. I am 64 years old, had a heart attack 4 years ago, I had a high temperature and open sores on my infected foot, when the taxi arrived I limped to it getting my bandaged foot wet and muddy, hardly hygenic in the cercumstances. and not a good situation for an infection. Fortunately my son had managed to obtain a 50 mile lift to unlock the door for me, he then had to make arrangements to return to his Airbase as he was on duty within a couple of hours. Some of the staff in the department were rude, condecending and arrogant, I have since discovered that this is the usual treatment received iby patients.

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Response from Sunderland Royal Hospital

We are extremely sorry and disappointed to read your comments and apologise apologise that your care appears to have clearly fallen below an acceptable standard on this occasion. We are sorry if you feel staff were rude and please be assured that this is not the usual treatment received by our patients. We would like to discuss your case in more detail in order to learn from your experience to try and ensure this does not happen again. We would be grateful if you could contact the Patient Advice & Liaison Team either by email (pals@chs.northy.nhs.uk) or phone (0800 587 6513).

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