"Awful experience in A&E"

About: Manchester Royal Infirmary

In summary - it took 12 hours to see a doctor, a further hour to get the right treatment and I spent 4 days in hospital which I am sure was due the decline in condition caused by the delay. I will never go back to this A&E. They couldn't even get me some water.

I went to A&E after having a UTI. I had been prescribed antibiotics by my GP but I took a very quick turn for the worse - severe pain, vomiting, fever.

I was told to wait in the waiting room. I asked for some water as I was very dehydrated and I was told they didn't provide any but I could drink from the sink in the toilet. I was struggling to walk and concentrating on not throwing up so it was very difficult to get there. When I did, the toilet and sink was absolutely filthy. There was no way I was drinking from it.

After 6 hours I saw a triage nurse who said I would be seen within the next hour as I was in so much pain.

After 12 hours, having had to call a friend to help me, and having had my friend report to the desk that I was in unbearable pain, I finally said I couldn't cope and they had to see me.

I was taken through and seen by a junior doctor and given IV paracetemol. This did no good. After a further hour, my boyfriend arrived and demanded I see someone more senior as I was very clearly in far too much pain and when they tried to give me anti-sickness tablets, I threw them back up.

I finally saw a registrar who took one look at me and gave me a dose of morphine.

I then spent 4 days on the ward with a severe, antibiotic resistant, kidney infection. I'm confident with quicker treatment, I would have walked out the next day.

I wont even go into the debacle during my discharge which left me with no meds for 24 hours.

Story from NHS Choices

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Response from Patient Experience Lead, Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to receive your comments and concerns via the NHS Choices and Patient Opinion websites about your experiences related to your attendance at the Emergency Department at Manchester Royal Infirmary.

We apologise for what appears to be a miscommunication regards being unable to access drinking water. There is a water dispenser for patient’s use in the Emergency Department’s waiting room, which you should have been directed to and also dispensors in other areas of the department. We would expect members of our staff to direct patients to these facilities whilst they are waiting or provide you with a drink if you are unable to access these facilities on your own. Please accept our sincere apologies that this was not your experience.

It is very difficult to respond to the other specific concerns you have raised without being able to investigate them in more detail. We take all issues surrounding patient experience very seriously and would like to hear from you directly. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you and investigate the, on your behalf, specific issues further.