"Disappointed in over stretched response"

About: Royal Preston Hospital

After following a least fuss wanted process of the 111 service after feeling a bursting/popping sensation and a great deal of pain and restricted spinal movement (currently in a brace from a pre existing vertebra compression fracture in mid Jan) the nurse recommended paramedics, which subsequently took me to hospital on entinox for the pain in transit, arrived at Blackpool Victoria and was told they were taking me to Preston Royal, arrived at Preston to a corridor of people, had to endure the paramedics having a dispute with the doctor/A&E staff on why I was at Preston and not at Blackpool Vic, after listening to the politics of this I was then wheeled into what appeared to be an unmanned area, some time later asked if I had my own oral morphine as this way they could administer quicker, waited well over an hour for pain relief, then moved to a cubicle where the curtains were pulled shut and then limited interaction despite chronic pain, was not given alarm button or sick bowl so had to be sick on the floor with no way of seeking help, to then be told after a CT scan, ligament damage and soft tissue, and too "dose myself up with morphine" and stay active! Then I was said to be free to go although I could barely move and it took two men to assist me onto the CT bed, then I was left for an hour in the waiting room for a taxi that I had to ask someone (the sister) to book.

I fully appreciate the efforts of the NHS and understand their restraints however for me this experience was upsetting and each issue could have been avoided and the sense of being cast aside with pain relief and a mixed diagnosis was production line at best.

The elderly lady oposite me with a head injury was wheeled into a cubicle on a wheelchair and despite telling the nurse she was wanting to get comfortable, she was left to drift off to sleep nearly falling off the chair each time she came to suddenly wake, while a young gentleman in the next cubicle sat on the edge of a bed waiting for mouth wash!

None of what I witnessed was specialist need, in my opinion it was lacking basic standards and understanding the needs of an individual.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to tell us of your experience when you recently attended the Emergency Department.

Your experience is not one that we would want for any of our patients and, on behalf of the Trust, I offer my apologies that the care you received was not of the high standard we aim to offer all our patients. Your feedback has been shared with senior staff in the Emergency Department to enable them to consider the actions that should be taken to prevent a recurrence.

However, if you feel you would like to discuss your concerns in more detail, please do not hesitate to contact our Customer Care department on 01772 52252101772 522521.

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