"A&E visit"

About: Queen's Hospital (Romford)

Brought in by ambulance, really helpful paramedics.

Most staff were really nice, but some were too concerned with finishing shift than taking bloods etc.

Consultant wanted urine sample but four night nurses failed to do this in two hours, despite saying they would.

Drip did not work, three nurses failed to get it working, left for 45 minutes with no pain relief.

One nurse on day shift finally attempted to take urine from catheter and broke valve.

Patient left with urine pouring over leg, clothing, under sheet and blanket, with wife having to stand for ten minutes with finger jamming broken valve while nurse finished photocopying.

The nurse then laughed uproariously at patient's discomfort, taking their time to find a replacement catheter bag and dry bedding.

Three doctors could not have been nicer, kinder and spent time listening.

Referred to community care team, met with representative but not really suitable for patient's needs, more a last resort after district nurse and GP (not that either of these have offered any help).

Ambulatory care staff were lovely and helpful.

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Responses

Response from Queen's Hospital

Thank you for your feedback and taking the time to make us aware of your experience in our A&E Department. I was very sorry that you did not receive a good experience from our nursing staff in the Department but I am pleased to hear that your experience with the consultant was better. I will pass your feedback onto the team concerned. It's vitally important we get patients feedback to enable us to improve the services we provide.

Please contact me through our PALS team on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk if you would like your concerns investigated further. Meanwhile your comments will be shared with our Emergency Department

Yours sincerely

Wendy Matthews

Interim Chief Nurse

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