"A&E"

About: Queen's Medical Centre

My Step-Father had to attend A&E on Monday 7 September following a fall at his home.

He has a returning cancer which has manifested itself in a brain tumour.

When I arrived at the cubicle my Mother - who is nearing 80 was perched on a ledge which went round the cubicle.

The first thing I did was find her a chair.

Because he was complaining of pain in his neck my S-F was on a board.

The tape to secure his head went over his beard, so after a while this pulled and caused him discomfort as it pulled on his beard every time he moved.

I had to go and find a nurse to cut this off and reattach it without the use of sticky tape.

My S-F was becoming quite distressed at this point,

The doctor had requested a drip with pain relief.

This took 3 hours to be administered.

During this time he came back twice and said the nurses had been told twice to put a canula in and administer the drip.

When he was finally taken to have a CT scan 2 nurses turned up to do this! When he came back it was a further 20 minutes before the drip was attached.

Because he is under the City Hospital for his cancer treatment, an ambulance was arranged to transfer him there.

A nurse arrived to move his bed to a side ward - they didn't speak to any of us, just started pushing the bed out of the cubicle and nearly mowing my mother down in the process.

He was then abandoned at the Nurses Station whilst they went to get something?

On entering the LJU ward it was like a different place.

My S-F was transferred to a clean bed and within 5 minutes had a cup of tea, sandwiches and crisps.

Two members of staff ensured he was happy and settled before we left.

What a complete difference.

I spoke to a carer there who assured me he would look after S-F.

Brilliant service.

I have thought long and hard about writing this review and it has taken me the best part of week to do it.

But I am still angry about the complete lack of care shown to any of us whilst visiting the QMC A&E department.

The little things matter - like a chair for an elderly, frightened woman to sit on.

Like basic communication to a family who never come to A&E (thank goodness).

At no point during the 2 1/2 hours I was there (and my Mum was there a good hour before then) did any nurse come and see if he was all right or needed anything.

It is a frightening experience and just a few words of comfort to show that we have not been forgotten goes a long way.

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for taking the time to write and share your experience of our Emergency Department (ED). We welcome all feedback, knowing that it helps to improve our service. I am saddened to hear of the experience of your family members. I would like to look into the concerns you have raised. You can email me directly at lucy.thow@nuh.nhs.uk or telephone 0115 924 9924 extension 66490 if you would like to do so and we will ensure you get the answers you deserve.

Kind regards,

Lucy Thow

Matron, Emergency Department

Response from Queen's Medical Centre

Thank you for taking the time to write and share your experience of our Emergency Department (ED).

We welcome all feedback, knowing that it helps to improve our service. I am saddened to hear of the experience of your family members.

I would like to look into the concerns you have raised.

You can email me directly at lucy.thow@nuh.nhs.uk or telephone 0115 924 9924 extension 66490 if you would like to do so and we will ensure you get the answers you deserve.

Kind regards,

Lucy Thow Matron, Emergency Department

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