"Mum admitted sufferings fall"

About: Leicester Royal Infirmary

My mum was admitted on 23.11.14 to and e by the doctor who requested an ambulance, as she had suffered a fall at the care home where she resides, as she has fronto temporal dementia. It took 3 hours for the ambulance to arrive as it was non emergency, then she was kept waiting to see a doctor for over 3 hours. My brother was with her, but was u able to leave her due to her increasingly agitated state caused by the dementia. I live in West Yorkshire and telephoned majors dept at a and e to try to explain that she was subject to the mental health act and how long would she have to wait. By this time it was 11.00pm. I was told they were very busy, couldn't give me a lead time or any other information at this time. Absolutely apauling way to treat someone suffering from mental illness and their family.

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Responses

Response from Leicester Royal Infirmary

Dear Reviewer Thank you for taking the time to provide feedback. We are sorry it took three hours for an ambulance to arrive. The ambulance service is managed by Arriva and also East Midlands Ambulance Service NHS Trust (EMAS). We’re not sure which one of these would have taken your mother to hospital, but we can look into that for you. Informing us that your mother suffers from a mental illness was helpful. It’s disappointing that we didn’t appear to take this into consideration when treating her. We are sincerely very sorry about this. The lack of communication or reassurance from us is something we also very sorry about. Visitors to A&E tend to appreciate that we are busy. Their main gripe is often that they don’t know what’s happening and how long they will need to wait. This is something we have been working hard to improve recently, so it’s especially disappointing that this doesn’t reflect your experience. We would very much like to discuss this further with you - please email communications@uhl-tr.nhs.uk, with your name, your mother’s name, her date of birth and address. Sincerely Robert Knight Communications Team Leicester’s Hospitals

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