"Nurse in A&E communication skills"

About: Lister Hospital

I attended A&E on Sunday evening for a suspected gallstone and although I had to spend many hours waiting to be seen and then to be sorted the staff were very friendly and helpful. But I rung A&E on Tuesday as I was still in alot of pain and the tablets I was given didnt seem to be helping after speaking to the nurse on the nurses station and explaining my situation they told me well theres nothing I can do over the phone if your still in alot of pain you will have to come back. Now I have worked in the NHS as a Physio for seventeen years in North London and I know how important communication is treating people the way you would want to be treated all I wanted was some advice not to be patronized and spoken to as if I was a child as it was not just what was said it was how it was said! I understand that A&E is a very busy place that puts stress on the staff but the outcome of this is that I stayed at home and managed my own pain. As a medical person I am glad I had the ability to manage my pain but its still very distressing being the patient and I hope that I am capable of showing empathy to my patients which is more then I can say about that nurse.

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Responses

Response from Lister Hospital

Whilst pleased that the initial visit went well despite the department being exceptionally busy, we are disappointed at the follow-up experience you had when you need to speak with one of the team for advise and support.

We would like to have this followed up and wondered if you would be willing to get in touch with us at generalenquiries.enh-tr@nhs.net so we can put you in touch with one of the senior nursing team in the Lister's A&E?

We hope that you do give the team that chance as it is important that such matters are followed up quickly.

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