"Bad care in a & e"

About: Royal Bournemouth General Hospital

Visited bournemouth a & e on 10th April 2016. My daughter felt as if she was having an asthma attack. We're seen straight away in assessment. They did her obs which included oxygen levels and peak flow. I wasn't allowed in with her. When she came out about 15 mins later they told me her obs were fine and to sit in a & e waiting room where we would be called to see a primary gp and were second or third on list. In the assessment not once did they listen to her chest. We waited an hour and weren't seen. Spoke to a very abrupt receptionist about how far up the list we were, we were told I don't know there's a 3 hour wait. This was showing in waiting room. I was dissatisfied with the way she treated me. We waited for a further 2 hours. I went and spoke to a different receptionist who was more helpful and who seemed quite surprised at how long we had waited. Within minutes of our conversation the time to wait sign had changed from 3 hours to 4 hours, I presume because we had been waiting for over the time limit and they were trying to cover themselves. By this time I was annoyed we had been waiting for so long to see a doctor when my daughter is presenting breathing difficulties. Within 15 mins or so we were called through and saw a different person who wanted to go through medical history, I just wanted them to listen to my daughter's chest. They did listen to her chest and heard wheezing. I expressed my views on how we had been treated. Terrible that someone with breathing difficulties had to wait to be seen for 3 1/2 hours and that no one had listened to her chest. She was prescribed steroids for her breathing difficulties. And to add insult to this poor treatment we had experienced, she was issued a prescription in which we then had to go and source an external chemist. We weren't even given the tablets. Shocking treatment from bournemouth a & e.

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Response from Royal Bournemouth General Hospital

Dear ‘Lisa’

This was obviously a difficult time for you and thank you for taking the time to share the experience you and your daughter had in our Emergency Department and we are sorry to hear it was negative.

Given the nature of the concerns you raised I have made contact with the department Matron to review and respond.

She has asked me to forward her reply to you and would welcome the opportunity to discuss this with you in more details if you are happy to do so.

“Thank you very much for comprehensively documenting yours and your daughters experience in the Emergency Department. It was so disappointing to read of the negative points you raise relating to waiting times, treatment and the abruptness of the reception staff.

For a patient to experience poor treatment in the department is unacceptable and I would like to assure you this is not up to the standard that staff aspire to.

We are very sorry that you were left feeling that your Daughter was not assessed in a timely manner. Your feedback will be shared with the ED staff. We do hope that your Daughter is making a speedy recovery.

We would welcome the opportunity to discuss your experience with you and you can contact the PALS Services on 01202 704886 if you would like to do this.”

I hope this response from Matron above clarifies to you how seriously we take feedback and our desire to improve patient experience and please consider accepting Matrons offer above. Once again we apologise that your experience was not satisfactory or achieved the standard we as a Trust aspire to.


Sue Mellor

Head of Patient Engagement