"A&E"

About: Addenbrooke's Hospital

I arrivedl at 2am having received a call that my Mum had been taken to Addenbrookes from her care home with a prolonged bout of vomiting. I had never been to the hospital before however my expectations of an efficient professional hospital were quickly shattered. This place is so huge and impersonal even parking the car was a mission. My daughter dropped me outside A&E to find parking. I didnt see her again for half an hour. I went to reception to find where my Mum was. Miserable receptionist begrundgingly made a call and pointed me in the general direction of A9. A map & compass would have helped in my quest to find A9. Its fine if you work there and know your way about. For a visitor it is a challenge. Eventually found my Mum. Spoke to a nurse for update. Not very helpful. 5 people in front of my Mum so could be 2 hours before she is seen. Another miserable nurse stood by just looking. I have never seen so many unhappy people in one place. I found the hospital overwhelming and the staff indifferent. A couple of cleaners helped with directions though. What an intimidating place.

Fortunately my Mum was placed in a ward and discharged a few hours later.

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Responses

Response from Addenbrooke's Hospital

Thank you for telling us about your experience at Addenbrooke's.

I am very sorry to hear that you had an unpleasant time, and especially that some staff were not friendly and helpful.

I will pass your comments to senior staff in the relevant teams.

I do understand that the hospital site is large and can be difficult to navigate, but we do have maps for patients and visitors and I am very sorry that you were not provided with one.

I hope your mother has now fully recovered.

Complaints and Patient Advice and Liaison Service (PALS) Manager

pals@addenbrookes.nhs.uk

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