"Just an absolutely terrible experience"

About: Macclesfield District General Hospital

I booked an appointment to see the out-of-hours GP at Macclesfield General Hospital, as I have been suffering with chronic back pain over the last few days. Once I saw the GP he decided that I should be admitted through A&E for further tests as I presented a few issues that he was not happy with. Now I arrived at the hospital at around 2140 as my appointment was quarter to the hour. After seeing the GP I continued to wait in the waiting room, roughly for about 30 mins, before seeing a clinical nurse, who asked me all the exact same questions as the GP, before proceeding to give me some pain relief, through the form of oral tablets. Then once again I was asked to within the waiting room, where I was then told that there would be four hours to wait before being seen again for the further testing. Now you can imagine my surprise at the length of time, considering this was a Sunday night, in what was a very quiet A&E suite. There wasn't a great surge of people nor was the volume of patients at a point where it warranted a four hour waiting period. The lack of care for those waiting was absolutely disgusting. There was an elderly gentleman, in great pain, in his forearm, who was simply having to just grin and bear it. No could be bothered to see if patients were okay or to just touch base with the people waiting as to what is happening. Staff were just walking aimlessly up and down corridors, going for cigarette breaks, holding clip-boards, etc. The funny thing is, I work in health care myself and understand that staff shortages, long hours and demand is difficult. However there was simply no care, no compassion. No-one seemed bothered at all. There was a mother waiting with her son to bee seen by a doctor, only to be told five hours later that her son's arm wasn't broken. I mean it is simply ridiculous management and bad prioritising, meaning patients were waiting for hours on end, with no offer of fluids/pain relief, etc. I overheard one young doctor, by the main work desk, speaking on the phone saying 'when things are a bit more calm, we will get back to you'. Now if the place had been any more calm, I'm sure there would have been tumble weed rolling by. There was simply no excuses for the waiting time. After I had been seen by a doctor, had bloods and an X-Ray, I was then put back in the waiting room, to await the results. Bearing in mind it is now 0315hrs and I had been there since the night before. I managed until 0400, when I was in so much pain again I self discharged as, there was nobody about. The night receptionist kept vanishing for 20mins at a time. Upon ringing the hospital this morning, I was told that I would have to readmit back to A&E to get the results. How long the waiting list is today, God knows, but for five minutes of someone's time I'm sure I will have to wait half the day. This is why the public lack faith in this old aged institution. Yes, staff may have felt busy, despite obviously not looking so, but compassion was zero.

Story from NHS Choices

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


Response from Macclesfield District General Hospital

We were very disappointed and sorry to read your comments. Dr Darren Kilroy, our clinical lead for emergency medicine, is personally aware of your concerns and would very much like to discuss them with you. Dr Kilroy can be contacted by telephoning 01625 661455 or by email via darren.kilroy@nhs.net The trust aims to continually improve the quality of services we provide and your feedback is key to achieving this.