"Is this how we treat patients now?"

About: Perth Royal Infirmary / Accident & Emergency

(as a parent/guardian),

My niece attended accident and emergency this evening, with what looks like torn intercostal muscles on her chest wall. Distressed and in pain.

She was sent away without being reviewed.  Apparently, staff were rude and off hand.

The waiting room didn't appear to be busy/ was empty

She was told to phone NHS 24, because it wasn't an accident or emergency.

I personally think that coughing and having a searing/continuous pain in the chest is a an accident /trauma.

Is this how we treat patients now?

where is the duty of care, human compassion and simple empathy?

A five minute review and a bit of reassurance would have gone a long way.

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Response from Alison Moss, Feedback Manager, NHS Tayside

Dear “Edgie”

Thank you for sharing your feedback on Patient Opinion. I am sorry that the advice your niece received when she attended the Accident and Emergency Department was not as you expected. Staff follow the NHS Tayside Redirection guidelines when assessing patients, which are in place to ensure that patients attending the Emergency Department are seen by the right person at the right time and in the most appropriate place. This includes redirecting patients to NHS24 and it would appear, from the information you have provided, that this guidance was applied appropriately on this occasion.

Should you wish to discuss this, or provide further information to enable us to investigate more fully, please contact me on 0800 027 5507 (freephone) or via email to feedback.tayside@nhs.net.

Kind regards.

Alison Moss

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