"Bad A&E 2April"

About: The Whittington Hospital

In the early hours of Saturday 2 April (about 4am) my mother (65years old) had been experiencing a severe blood nose, which had lasted at that point 2 hours. We were advised by the paramedic, who came to our house, to make our own way to Whittington A&E to be checked out by the doctor. On arrival at A&E the receptionist was very rude and made her stand whilst going through all the symptoms again, even though we had a paramedic sheet which had all the information on. We then were advised to wait to be assessed. After 30mins we were taken in to be assessed by the on duty nurse. The nurse once again made her go through all the symptoms again, delaying the process, the nurse changed her bandage and sent her out to the waiting room again. Bearing in mind at this point she had been bleeding for over 3 hours. Whilst sitting in the waiting room for a further hour, she fainted and fell on the floor, I called to the receptionist to get a doctor or nurse. She began to start throwing up blood. The security guard came over, I asked for a doctor to be called quickly. They were rude and replied "they will come when they are ready". No one assisted her. I was having to clear away the vomit and blood myself, waiting for assistance. All personal just stood around watching. Eventually a nurse came out to the waiting room, and proceeded to ask stupid questions like "why is she on the floor?" not assisting in any way. Seeing the vomit/blood all over her, the nurse proceeded to get a wheelchair to take her into the bed area at the back. The nurse didn't assist to get her into the wheelchair, I had to lift her and put her there myself, and remove her gown and scarf. We got taken to the bed area at the back. A nurse came to clean her up a bit and change the bandages. We had to wait a further 30mins for a doctor to come and assess her. The doctor was helpful, however the blood tests the doctor sent for her took and hour and a half to come back! Eventually we left the hospital, after this awful experience at 7am. On leaving, Her clothes which were covered in blood/vomit, were just placed in a bag on the waiting room chair, and the ice pack which she had been using just lying on the floor, also covered in blood. Clearly no one had cleaned properly afterwards. This is a severe lack of hygiene for all other patients entering the A&E!

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Responses

Response from The Whittington Hospital

Hi Clare

Thank you for taking the time to share the details of what has clearly been a very distressing experience for you and your mother. We are incredibly concerned by some of the issues in care you have raised and would like to investigate this further.

If you could get in touch with us to discuss further it would be appreciated. You can contact our patient advice and liaison service on 020 7288 5551 or at whh-tr.whitthealthPALS@nhs.net.

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