"Rude staff in regards to mental health"

About: James Paget University Hospital

My mum was sent to a&e either doctors advice she suffers from a mental health condition and serious medical conditions. Now on arrival to a&e we are well aware that you have to wait to be seen we are under illusions on the matter. However as a sufferer of anxiety my mum was struggling with the crowded waiting room. I quietly asked the receptionist if there was a quiet room or a solution to this mater they rudely informed me that no there wasn't we'd just have to wait. Then proceeded to inform the a&e nurse that I was 'complaining' about the wait the nurse was only too happy to inform us that we do reliase that you have to wait you know. The waiting wasn't the issue, the issue was the medical condition couldn't allow my mum to sit down without being extreme agony and paired with her mental health condition was a very stressful time. And the staff were not in the slightest understanding and I understand that they have a job to do but that job does not involve being rude to vulnerable adults. Quite frankly it's bullying and absolutley disgusting that my poorly mother had to deal with this ordeal.

I can not comprehend someone treating another like this let alone someone who has mental health issues. We live in the 21st century and as a hospital you think they would recruit understanding and helpful and polite staff. But this does not seem to the case. Absolutley disgraceful

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Response from James Paget University Hospital

Thank you for taking the time to post your feedback on your recent visit to the A&E Department with your mother.

I am sorry to hear that your experiences and indeed those of your mothers were not positive.

I would like to offer you the opportunity to discuss this in more detail so that this can be explored further.

If you would like to discuss in more detail, please contact me on the telephone number below.

Alternatively, the Patient Advice and Liaison Services Team are also available on 01493 453240 and would be more than happy to help.

Kind Regards

Amanda Hood

Head of Patient Experience and Engagement, Tel: 01493 452304

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