"Appalling A&E care"

About: Royal Lancaster Infirmary

went to A&E twice in a week with a friend who recieved awful care first time was with her with her ear swollen (tragus) as a new peircing had got infected. when brought through to the main department, there were no clean beds, there was a patient in one. after walking us to all of them to see if they were free, we ended up on one that looked like someone had just got out of it - white bed sheets crumpled etc. - i mean who knows what was wrong with the person who was in it before us? it took three doctors to get the piercing out - first one spent 20 mins tugging at it, who then asked for a colleague who couldnt see it, then they got another who then got me to assist and this ended with me getting the piercing out. the doctor was holding the back of the earring while used a pair of tweezers like a spanner to twist the ball at the front off, when both balls came off the doctor got up to leave when i realised the bar was still in the ear i was left to get it. i have no medical training. the doctors on this occasion also used a spray to numb her ear but it didnt make much difference and i had to tell them to stop at least twice as she couldnt take the pain. the next occasion was tonight with a possible reaction to the antibiotics.she had already been to the doctors surgery who said she may be having a allergic reaction to the antibiotics or may have glandular fever she was in the room with the doctor for 2 mins ad was out with no treatment for the rash only to make an appointment for a blood test. Since then the rash had spread and intensified making it unbearable she also had issues with swallowing and was worried the reaction may be serious. we were seen in the triage room by an incredibly rude nurse who made us feel incredibly uncomfortable and like we were wasting time. The nursee had her BP checked, heart rate and temperature taken. my friend has a rash that is everywhere, incredibly itchy and causing her great discomfort and pain. while telling the nurse what was wrong, the nurse rolled their eyes, smirked and pulled several faces. when we were seen one of the doctors who treated her on the first occasion came in and asked what was wrong, listened to her heartbeat and said straight away that she needed to take antihistamines and steroids. for the next 20 mins we were sat on the bed alone in the room while we could see all the doctors/nurses sat having a conversation. during that time paramedics had brought someone in and was waiting to be seen and were ignored while the others continued chatting. we felt like we should move as this patient clearly needed a bed and we were just waiting for medication. overall i do not appreciate the treatment we both got on these occasions and my friend has made it clear that she doesnt want to attend Lancaster A&E again.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Royal Lancaster Infirmary

Thank you for taking the time and trouble to post your comment regarding the service at Royal Lancaster Infirmary. We are very sorry you have not received the care you would expect. We need some more information from you in order to investigate fully and provide you with a response, and we’d therefore ask you to contact our Patient Experience team on 01539 795497 to allow us to carry this out

  • {{helpful}} of {{total()}} people think this response is helpful