"Staff were kind but their attitude towards me changed"

About: Bassetlaw Hospital / Ophthalmology East Midlands Ambulance Service NHS Trust / Emergency ambulance NHS 111

(as the patient),

I called 111 and later a consultant called me back and during the phone call I told him I couldn't afford a taxi to attend A&E and I had two small children one 3 years old and one 6 month old, he informed me that I needed to be seen and he would get an ambulance to fetch us as a family, I had no one to look after my children while I attended A&E.

The ambulance arrived and took us to the A&E at first the staff were friendly but then I believe after one of the staff saw scars on my arms and a nurse came in I sensed a change in attitude, they did kindly watch my children as the consultant looked at my eye, was told it was some sort of hemorrhage but that shouldn't hurt gave me antibiotics and has arranged an appointment for 8pm at night at Doncaster Hospital, I was then discharged.

When I said to staff I cant afford taxi home the nurse said surely I knew I would need taxi home. No I didn't as I was mentioned to be that because I was on DLA that transport would be arranged as I mentioned more than once I cant afford a taxi there to the hospital how on earth was I supposed to suddenly afford one home - it cost £24. 00 in taxi fee to get home.

I appreciate the consultant offering me an appointment at Doncaster but in reality would anyone take a toddler and a baby on buses to a city they do not know to a hospital they have never been to for an appointment at 8pm at night, I appreciate it was only appointment available but even if I got there how on earth would I get home.

As mentioned the staff were really kind but somehow or at some point their attitude towards my self changed, I believe it was when they saw the scars on my arms; and after talking to a member of staff, I was in a side room hearing them offering other patients a drink I wasn't even asked if I wanted a drink of water, so I had had nothing to eat or drink, had had no sleep and had get a taxi I couldn't afford home after 4am in the morning,

The consultant and ambulance staff were fantastic but something changed the attitude of the nursing staff towards myself, I could sense and picked it up in how they spoke to me.

If I had known it was not worth going to A&E for my eye I certainly wouldn't have gone to A&E I never called the ambulance the consultant who asked me to attend did, and I wouldn't have called an ambulance myself I would have waited to see GP next day, but the nursing staff treated me and certainly made me feel like I was wasting their time, it was very reminiscent of behaviours I experienced when I was an active self harmer over 12 years ago.

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Response from Melanie Wright, Deputy Director of People and Communication, East Midlands Ambulance Service

Dear elen unicorn

Thank you for taking the time to share your feedback.

I am pleased to read the ambulance crew 'were fantastic', and that we were able to take you to hospital for treatment, accompanied by your young family.

I will share your comments with our EMAS PALS (Patient Advice and Liaison Service) so they are aware of the positive comments about our ambulance crew.

Kind regards

Melanie Wright

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