"Staff are rude and intimidating"

i went in to Accrington Victoria hospital a&e department today for the 3rd time with the same foot/ankle/leg injury at approximately 10:15am 12/02/2016.

I was first seen by a nurse who took my details and told to wait in the waiting room. it said the waiting time was approximately 1 hour even tho there was only 6 people waiting and you could hear and see the nurses stood talking and laughing with each other. after waiting over 2 hours I was finally seen by a student nurse a paramedic and a nurse who worked there I told them my concerns and asked why it had started bruising 3 weeks after the injury occurred. They did an examination again and told me it was clear from previous notes that nothing was fractured and asked me to bend it then took my crutches away from me and asked me to walk properly I did despite the intense pain I was in. They took hold of my arm to keep me walking and went to walk me back into the waiting towards the exit with out my crutches and in tears threw pain. I then asked for my crutches and all they said was don't think about it carry on. They led me to the exit doors told me to go home and ice it and take pain killers still without crutches even tho I had told them I had to walk home. They humiliated me walking me threw the waiting room in tears and left me at the exit in tears 3 patients that was in the waiting room walked out in disgusted and to ask if I needed any help I was mortified hope to hear something back about this soon

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Responses

Response from Accrington Victoria Hospital

Thank you for your feedback regarding the Minor Injuries Unit at Accrington Victoria Hospital and thank-you for taking the time to do so.

I am really sorry for your experience and that you felt humiliated as this is not how we expect our patients to feel after using our services.

We take all comments very seriously and I have forwarded them to the Department, and I would really appreciate it if you would contact me (Helen Ritchie) on 01254 734471 or email me at Helen.ritchie@elht.nhs.uk to provide some more information so that I can investigate further.

Again I would like to apologise for your experience.

Many thanks

Helen Ritchie, Senior Patient Experience Facilitator.

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