"She made me feel comfortable and safe and at ease"

About: East Midlands Ambulance Service NHS Trust / Emergency ambulance Lincoln County Hospital / Accident and emergency

(as the patient),

I was walking in town on Monday afternoon when all of a sudden I got severe pain on my right side and lower back, I knew instantly it was my gallstones playing up again, but of all of a sudden I had to sit down quick, as I felt dizzy. So, after sitting down, I called 999 for an ambulance, I was asked a series of questions and was told a health care professional will call me back. So, after about 30 minutes a paramedic called me back who was very friendly asked me what had happened, she the said that she will send an ambulance, but it may take a while as they are very busy, which I replied no problem as it was not cold at the time.

After nearly an hour I called 999 again to see if the ambulance was on it's way, as the pain was severe (10/10) and I was getting very cold by this time, but as I was on the phone the crew arrived, and she left me with them. I was greeted by 2 female paramedics who were very sympathetic and friendly, and apologetic for taking so long. They then immediately took me into the ambulance to make sure I was safe. One of the paramedics who stayed with me whilst the other one took us to Lincoln A&E was asking me what had happened and why. I explained everything to her, and she then started treatment with pain relief and monitoring. She made me feel comfortable and safe and at ease. When finally arrived at Lincoln A&E, we were in a queue to be admitted, as the department was very busy, Julie (paramedic) was still by my side making sure I was still ok and asked if I needed any pain relief. I said, "yes please", to make the pain go away.

2 and a half hours later, the paramedics were still with me, but they had to go, so she handed me over to another paramedic, plus booked me in and she had to leave. The other paramedics were just as professional and friendly. I was finally taken into a cubical where a healthcare support worker and a Junior sister took my obs and some bloods to check everything.

Whilst I was on my own, I was looking round the cubical, I saw blood stains and dirt on the floor and a used gauze pad, it was not clean.

I was finally seen by a junior doctor, who asked all the questions again, did some basic checks, waited for my bloods to come back, asked if I was in pain, to which I replied, "not anymore" and felt ok. So he said, he would speak to his senior and did I mind waiting in the waiting room. I said not at all as the department was extremely busy.

I waited in the waiting room for about 5 minutes, the dr called me back, said everything was normal and was happy to discharge me. Bearing in mind I had 10mls of Morphine IV, was on my own, no transport, they discharged me.

I was not feeling great because of the morphine, but had no choice.

But EMAS were absolutely amazing, and so comforting, it made me feel safe and at ease, The nurses and healthcares were also amazing, even though they was stretched at what they had to work with, I: E, not enough beds or staff! , they still do an excellent job looking after their patients.

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Responses

Response from United Lincolnshire Hospitals NHS Trust

Dear Lincoln1,

Thank you for taking the time to post your comments. I apologise for the delays you experienced during your visit, the department was exceptionally busy which led to difficulties in ensuring the cubicles were appropriately cleaned.

I will share your concerns regarding your discharge from A&E with the medical staff as a learning point but if you wish us to investigate with the staff concerned please let Sharon.kidd@ulh.nhs.uk know your name and the date you attended and we will be able to speak to the staff directly involved in your care.

Regards

Karen Hansord – A&E Sister

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Update posted by lincoln1 (the patient)

Dear Karen, thank you for replying. I know it is not easy when the dept is busy (I worked there for 13 years, in Theatres, A&E, so I know a lot of the staff) but ALL the staff were so caring, kind and friendly from both a patient and staff member view.

It is not nice to be in hospital anyway but the staff were amazing

Thank you guys!!

Response from Rebekah Marong, Communications & Engagement Support Officer, Communications and Engagement, East Midlands Ambulance Service NHS Trust

Dear lincoln1.

Thank you for taking the time to share your experience with us.

We apologise for the initial delay to get to you. Our call taker was correct when they said we were experiencing high demand; as you also experienced, we are also challenged with hospital handover delays. This makes it difficult for our ambulance crews to get back to their vehicle and back out on the road to respond to new emergency calls.

I’m glad that when our crew arrived, they apologised and offered an explanation, making you feel at ease. I’m also pleased that they were able to keep you comfortable during your wait to be seen at Lincoln County Hospital.

If you are able, we would appreciate you sharing your comments with our Patient Advice and Liaison Service (PALS) team, with as much detail as you can (e.g. date, time and location), so that they might identify the crew that cared for you that day and share your words with them. You may contact them via telephone on 0333 012 4216 or email PALS.Office@emas.nhs.uk.

I hope you are having a speedy recovery.

Best wishes,

Rebekah

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