"About my friend who has been sick"

About: Pilgrim Hospital / Accident and emergency

(as a friend),

At 2. 30am one morning I took my friend to Pilgrim Hospital as she was sick. We went to emergency and first of all we booked in and said what problem she has got. She had stomach pain and nausea. The staff booked her in and they where laughing about her surname. That was very rude... so in the end we were waiting 20 mins and then they checked her to see what is going on. Staff took her to a room and took blood from her for blood test. Then me and her were waiting half a hour in a small room and nobody was saying anything to us.

Finally my friend stand up and she went to talk with a staff and she was felling very sick and she passed out. They put her in a bed and one nurse gave her some paracetamol. And one of the staff told us that we need to wait between 2 and 3 hours for the doctor. We were waiting in there for 4 hours and nobody talked to us.

At 6 a clock in the morning my friend could not wait anymore and she went to speak with one staff. She said that she can not wait anymore and one of the staff told us that we need to wait 7 hours for the doctor and the staff get angry and told us to press the button from the door and go out if we are not waiting.I was shocked about that lady's behaviour .. she send us out while we were waiting for 4 hours in there and my friend was still sick...but nobody cared about her so we went home.

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Responses

Response from United Lincolnshire Hospitals NHS Trust

Dear SWHNBCF,

Firstly may I thank you for posting this feedback on behalf of your friend.

Clearly it is very difficult for me to deal with the specific issues you have raised without some more details about your friend, but I would ask you to pass on our sincere apologies to her for the fact that we seemed to have failed her in a number of ways.

Our staff should treat all patients with care, sympathy and understanding, and it is clear from your comments that we seemed to have failed to apply these values on this occasion.

The accident & emergency department operates a system where the most seriously ill patients are seen first, some of whom have life threatening injuries or illnesses. This means that patients with less serious problems may have to wait longer. However, there is no excuse for not communicating with your friend, explaining the length of delay, and the reasons for it.

I would like to be able to speak with the team members who dealt with your friend, but to do so would need some more details.

If you could arrange to e-mail our patient experience manager at Sharon.kidd@ulh.nhs.uk with your friend’s name, date of birth and the date she attended A&E, we can then identify the staff involved and remind them of the need to consider the Trust’s values at all times.

Once again, please pass our apologies on to your friend, and thank you for your feedback.

Regards,

Kelly Harwood, Matron A&E, Pilgrim Hospital