"A & E Assessment Unit"

About: Hull Royal Infirmary

An elderly family member had over a 6 hour wait in A & E then transfer to the assessment unit. This is a truly horrible ward, which is rather grotty, not very clean and overcrowded and disorganised. The staff we encountered were very abrupt, verging on the rude, and seem to ignore the patients completely, walking around with stony faces as if everything is a massive inconvenience. One of the women in particular was extremely rude and obstructive over the phone and then refused to provide her name when asked - highly unprofessional. It is difficult to understand how they get away with treating people like that. I have no doubt that, like other reviews, they will respond with the standard 'cut and paste' reply saying to contact the ineffectual and rather powerless Pals - they aren't even properly reading reviews. They basically don't want direct feedback.

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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