"No personal approach, staff appalling"

About: Rotherham Hospital

First went into the A&E department with my dad due to him being very unwell. The first assessment nurse that we saw i can't complain about, the nurse was so lovely and respectful and very bright, which is what you want in that sort of environment. The nurse placed us in a cubicle ready to be seen by the emergency doctor. I was utterly appalled by the doctor's behaviour and can honestly say that as a student nurse myself this doctor did not show any of the NHS values. The doctor was very rude, assertive and did not show any respect, dignity or compassion. Very grumpy and dismissive. I actually found this very offensive and was very upset and appalled to see my dad treated in this manner. A nurse that came to take him for his scan when bringing him back to the cubicle showed no interest in their job, didn't say a word. I asked if they could get a drink for my dad and the nurse never came back so he never received this drink. The nurse said they would get or at least see if he could before his bloods. I must say that 2 staff nurses also dealt with him after this time who were both very polite, one actually over due to shortness of staff and another based on the A&E ward who's name escapes me. I must also point out that the disabled toilet around from A&E was disgusting! I have never seen such a unhygienic mess in what should be a highly hygienic area and place! Besides the medical doctor who appalled me the most, not one member of staff kept us up to date with what was happening, they constantly asked him if he wanted to put the gown on and constantly made things seem like they were going to admit him but no one told us what was happening, everyone just got on with it and left us being completely unaware. This is disgusting, in hospital you should always be kept updated with what they are planning to do. Two hours after the CT scan we were still waiting for someone to come and take his bloods, why couldn't this have been done at the same time as the scan?! We were there 7 hours and left with no outcome! We felt forgot about, no one could be bothered. We were sent to B1 where a nurse decided to tell the whole ward that a patients catheter had disconnected and was sat in wee. Where is dignity in that!? We were told to come back from meds in morning 10ish, we rang and got told to ring back in 2 hours by a very rude receptionist. None of the nurses seemed to address patients and there was no personal approach. I would strongly put off going to hospital after this experience. I would like to state that i understand there are more patients to deal with than my dad but the whole attitude and approach was not right. I am strongly thinking about making the CQC aware about this. Nurses need to use their common sense.

Story from NHS Choices

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Responses

Response from Kerry Hollingworth, Corporate Affairs Officer, The Rotherham NHS Foundation Trust

Dear Bethany, thank you for your feedback posted on NHS Choices on the 15th June regarding your father’s attendance to our Accident and Emergency Department. I am really sorry to learn of the poor experience of care that your father received here at the hospital and for the lack of care and compassion that he experienced. The standard of care that you describe falls well below that which I expect to be given in my department.

I would be very grateful for the opportunity to discuss your experience further with you, to enable me to fully understand and address your concerns. I would appreciate it if you could please contact me directly on Kerry.barnard@rothgen.nhs.uk or by telephone on 01709 427130 or 01709 424690. Kind regards Kerry Barnard, Department Manager

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