"A&E inefficiency ."

About: Furness General Hospital

Sent to A&E from doctor's surgery by ambulance suffering from a stroke. Admitted to Unit , which was very busy. After 30 minutes paramedics were told to leave me in the waiting room and leave. I was there , on my own as my husband had gone home to await my diagnosis. After 2 hours where I had made several attempts to attract attention I was desperate to go to the toilet and have a drink. I managed to get to the toilet and had a drink out of the tap. I then, slowly and tremulously made my way to the desk where

I was told I was next on the list. Mean while my husband had rung after a hour and was told I was going to be seen. He rang an hour later to be told I was still waiting. He came over straight away to find me distressed and shivering still in the waiting room. Soon after I was taken into Triage where I then experienced the care, courtesy and compassion that every patient deserves.It appears to me that I was lost in the system. Whilst waiting I was filled with dread , imagining the amount of damage that was being done to my brain. My attempts to ask for help went unheeded as i was away from most of the waiting room and incoherent at times. Not one member of staff came near me to ask if I needed anything or explain the reasons for my wait. A sent a letter of complaint to the Admin. at the Unit and have not had the courtesy of a reply or an apology for my ordeal. Instead it has been reported to PALS. I did want my ordeal to be kept private as I value F.G.H and it's staff who have already had a poor revue from CQC but now I will show the Admin. of A&E the same disdain they have shown me. I want a full and public investigation into my ordeal and hope that from this events at A&E will never be as bad as this again.!

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Response from Furness General Hospital

Hi Mrs Jones. Thank you for taking the time to let us know about your recent experience at FGH, and we are sorry that the care you received was not up to the high standard we expect. We believe that a member of our Patient Relations team has been in touch with you to discuss your concerns but if there is anything else we can do, please do not hesitate to contact the team again on 01539 716621.

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