"Made to feel like a time waster"

About: Royal Blackburn Hospital

I don't usually complain about the nhs as they do a Stirling job. However on this occasion I feel we were treated without a lot of care. My daughter had reason to attend on Monday 18th January. The urgent care department just seems another name for a&e. We went through the same door to the same reception desk and waited in the same waiting room as last time we attended a&e. The triage nurse was a little concerned about my daughters slightly raised blood pressure. She had a light feeling in her left arm and she was trembling inside. We then waited about 90 minutes to see a nurse who gave her 2 ecg s. The nurse took blood which they struggled to do and the swelling and bruise which she has been left with is appalling. We then waited at least a further 90 minutes and were called through to the urgent care department where a further ecg was taken. About 25 minutes later a consultant came to see us and asked what had actually happened. My daughter explained about that she wasn't asthmatic but had had reason to use her salbutamol spray because she had been breathless. The consultant then became very dismissive saying her symptoms were just side effects from that. We explained we had not been told about this. The consultant said if we had googled it we would have seen this. The consultant kept repeating the same things. We left having been made to feel we were time wasters. However when I got home, 4 hours after arriving at the urgent care dept, I did google it. It did show that these symptoms were a side effect from the spray. It also said if you suffered any of the side effects to seek medical attention. They were very busy but they were very keen to get people away and were very dismissive. I am appalled that we we remade to feel this way and that the doctors answer was to google the medication. Before we left for the centre my daughter went on nhs direct about her symptoms and the response from that was she needed to call an ambulance. She did not tell me this till we returned from our visit. She had reason to call the doctor today regarding the spray and explained that she had been to the hospital. The visit was not shown on her doctors record.


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Response from Royal Blackburn Hospital

Thank you for your feedback regarding your Daughters experience of the Urgent Care Centre at Royal Blackburn Hospital and for taking the time to do so.

I am sorry for your experience of care and that you felt like “time wasters”.

This is certainly not how we would want our patients and families to feel after visiting our services.

So that we can investigate further, I would appreciate it if you would contact me Helen Ritchie on 01254 734471 or alternatively you can email me at Helen.ritchie@elht.nhs.uk.

If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk

Thank you

Helen Ritchie, Senior Patient Experience Facilitator

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