"left in A&E with medical jargon"

About: Maidstone District General Hospital

My husband was brought into A&E via ambulance at 3am Friday morning. I was told by a passing person to wait outside as the cubic was small, I understood and waited. the paramedics called me in as my husband was not clear of the accident. After the paramedics left we waited a good two hours, an HCA came over take my husband's blood pressure. Another nurse came an hour later and administered IV fluid. The doctor came over after an hour, we have been in A&E now gor four hours. The doctor asked my husband questions and the ones we could not answer I would. I remember one particular one, where I answered and said, "he is fit and well, has no past medical history". The doctor than turns to me an says, "are you the carer". I felt really insulted, I am a black woman and my husband is white, I feel the doctor lacked in communication skills,let alone listening. Someone who is fit an healthy,do not need a carer and not every black woman is a carer, I am a specialist Physiotherapist. The doctor did no hands on investigations and informed my husband that he had a vasovagal episode. My husband got worried about the "big word" that was use, and wanted yo know what caused it, the doctor replied,"it just happens and can happen to anyone. We got sent to X-ray for a scan, got wheeled back in, waited for 2 hours just for the doctor to tell us the scan was clear. I than requested they clean my husband’s wound as the blood was dry on his face. An HCA again made their round, cleaned as best as they could. I called the doctor to attend to my husband's wound, they potted and said it does not need stich es and we need to go to eye specialist at 8.00am. I wanted to know where they were, the doctor said they did not know where they were, the HCA took me to the eye day hospital which was atleast 200m from A&E, I wanted to know if we can get a wheelchair as my husband would not be able to walk that far, I was informed there is no guarantee for one. Around 7.45am the morning staff came through, a nurse did my husband blood pressure, which was still low, another did a urine test. Took us to a room and left us there without saying anything at 8.15, I asked a nurse what we were waiting for as we needed to be at the eye place at 8.30, they said we can go if we wish as that was a waiting area. I am a shamed yo say that we have health care professionals as the ones we experienced, I am a shamed to say I work for the NHS, if what we experienced is the true NHS. There were 5 patients in A&E including my husband, 4 nurses, 3 doctors, two HCA that day when we came, it was particularly not busy, I know when A&E is busy and under staff, this day was not one of them. I am really appalled at the treatment that was given, the stereotypical remarks from the doctor and making us feel like they were doing us a favour for attending to us. And a reminded not every person understands medical jargon. We left Maidstone hospital at 3am, no tea or snack offered. had to get some coffee from Costa Coffee.

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Response from Maidstone District General Hospital

Thank you for your review regarding your recent experience in our A & E department. We were concerned to read your comments regarding poor staff attitude and your husband's overall treatment. We would strongly urge you to contact the PALS office on 01622 224960 or email mtw-tr.palsoffice@nhs.net so that we can investigate further. With kind regards the PALS team

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