"Disappointed"

About: Huddersfield Royal Infirmary

This is the 2nd review about HRI A&E I have left. We had 2 visits to A&E in 2 days, the first was early evening on a Tuesday night which was fine, not a long wait and good service. The 2nd visit was completely different. As we had been discharged from A&E care earlier the same night my husband was shown to a cubicle and given a little bit of monitoring and pain relief for his gall stone blockage as we knew the symptoms from a previous stay in hospital a few weeks earlier. Although A&E was quiet and there were doctors working around my husband and I were left in the cubicle and pretty much ignored for ages. Some of the staff were chatting about personal issues and seemed far from rushed but they only came in to do procedures and there was a severe lack of communication. On a couple of occasions I went out to ask if there were any updates and to find out what we were waiting for as the doctors were around but none had been to see us in the few hours since we arrived. The 2 nurses who were chatting about non-work issues seemed annoyed that I had interupted their chat and rather than coming over to us to explain what was happening, just called out across the central space that we wouldn't be seen by an a&e doc. I had to ask why and only then did they explain that it was due to my husband being a recent discharge so he would have to be seen by a surgical doc? The attitude was one of annoyance that they were interrupted rather than taking the time to talk to us or explain what was happening. As a taxpayer and supporter of the NHS I have no problem in waiting for nhs treatment and generally think the nhs is fab but on this occasion I was really disappointed in the staff on duty that night, 21/22 July 2015. We were ignored, not given information and the 2nd time I dared to open the curtain and check on what was happening the same thing happened. We were in A&E from around 2 am and my husband didn't get to the ward until around 6am. I don't have a problem with the waiting but I think that for staff to just ignore us is appalling. We were just left waiting and it seemed as if the A&E staff didn't want anything to do with us because we were waiting for a surgical consultant. Even if they were busy I would have expected them to pop in every so often just to check in and see if he was ok but they were not busy and even when we were told my husband was being taken up to the ward, he was then taken to x-ray. When he finally got to S.A.U. the nurse/matron was surprised we had taken so long as they had been expecting him and had a bed ready for over an hour before we got up there. Really really disappointed. Usually you meet lovely, caring staff who go into the medical profession becuase they like to care for people but that night the A&E staff seemed more interested in chatting amongst themselves about their personal business than talking to the patients.

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Responses

Response from Huddersfield Royal Infirmary

I am sorry to read of your experience. It is important that we understand the difficulties you encountered and would ask that you contact our Patient Advice and Complaints Service on 01484 342825 or at patientadvice@cht.nhs.uk so we can look into this further.

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