"Bad A & E experience. Excellent experience on..."

About: Darlington Memorial Hospital

I was taken to A & E on 12/08 by ambulance with severe pain following a total hip replacement on 5/08.

On arrival I was seen by a nurse and explained that I was finding it hard to mobilise and was in extreme pain.

I was then seen by a doctor who ordered an x-ray to be carried out.

I explained that I was in pain and they prescribed tramadol.

I was taken to x-ray and found it extremely painful, as I had not been given any pain relief.

On my return from x-ray, I waited a considerable amount of time and asked my daughter to find someone regarding pain relief.

Eventually I received the tramadol 1 hour and 45 minutes after the initial examination.

I was exhausted and still in severe pain.

The doctor returned almost an hour later and advised that my x-ray and blood results were O.K. and I could be discharged.

I explained that I was still in extreme pain and I would need an ambulance to take me home and also I was worried as the pain was still excruciating. This request was ignored by both the doctor and the nursing staff.

My daughter also expressed her concerns about my mobility and that she didn't think she would be able to get me into the car and then into the house and up the stairs and that she considered this as an unsafe discharge.

I then asked if I could use the bathroom.

The nurse assisted and brought me a zimmer frame.

I was still in extreme pain and movement was agony.

I explained this to the nurse and it was only at this point that they seemed to realise how much pain I was experiencing.

My daughter assisted me in the bathroom and a kind HCA brought me a wheel chair.

By this time I was exhausted, tearful and concerned, as I had attended the hospital for pain management and had not as yet received any.

We again expressed our concerns to the HCA regarding mobility and they kindly informed the doctor of our concerns. Another HCA then asked me in a rather inappropriate manner why I couldn't get into the car.

I found it unbelievable and upsetting, that I had been in the department for 4 hours and staff were still not aware of why I was there.

The doctor then contacted the orthopaedic doctor, who then examined me and made the decision to admit me to Ward 33 for pain management and investigations.

At this point, we had been in A & E for 4 hours and I had not received adequate pain relief.

Ward 33 were extremely efficient, caring and helpful during my 5 day stay.

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Responses

Response from Darlington Memorial Hospital

Thank you for providing feedback on your recent visit to Darlington Memorial Hospital and in particular A&E.

I am very sorry to hear that you were unhappy with your experience on this occasion and we will make sure your feedback is passed to the Matron and Sister for A&E.

We will also ensure Ward 33 are aware of the compliment for their ward.

We would welcome the opportunity to discuss your concerns with you and if you would like to contact us with some more detail it would enable the Matron/Manager to look into your concerns for you.

If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774.

If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk

If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Thank you for leaving your comments on NHS Choices.

Patient Experience Team

County Durham and Darlington NHS Foundation Trust

Tel: 0800 7835774

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