"A and E 23/08/16"

About: New Cross Hospital

During the early hours of 23/08/16 I had cause to visit A & E due to a locked jaw injury.The waiting area only had 3 patients and I was quite suprised to see it so quiet.The receptionist wasnt very welcoming and was more interested in staring at the computer screen than engaging with patients waiting at the desk to be booked in (Us!) We missed our triage 'call through' due to the fact we couldnt understand the nurse.I spoke to the receptionist who stated that I had been called. With great difficulty due to pain and a locked jaw I explained that the nurse needed to speak up and the fact they called my first name correctly but not my surname. So had I have not gone to reception I could have been discharged from the area without even knowing!I was eventually called through and spoken to by a doctor who spoke very little english. I was requested to go for an x-ray which I did. I wasnt waiting very long here. I was asked to take a seat before being promptly taken through to the x-ray room by a nurse. I didnt get their name, however the nurse was the only nurse there not in radiographers usual uniform. I was told to remove my earrings and piercings. I informed the nurse that I couldnt remove the 'daith' piercing as it is a fixed piece of metal which can only be prised open with pliers and that it wasnt a usual stud or earring used in most piercings. The nurse basically called me a liar and said that they could see an opening in the metal ring. I said yes but it wont come out it needs to be opened using pliers. The nurse then made reference to the female in the waiting room and that they would ask her about the piercing. I said that she will tell you the same. The nurse asked if the female was my friend initially to which I said no. The nurse then asked if she was my sister, I said No, the nurse then said well is she your daughter? I said no my wife!! I was mortified. Not only was I in tremendous pain and discomfort, I had difficulty speaking due to my locked jaw and the embarrassment of what the nurse has just said to me. The nurse was highly unprofessional and appeared aggressive in their demeanour when I stated I couldnt get the one piercing out. The nurse also informed me that it would have to come out otherwise the consultant wouldnt be able to assess me properly. This wasnt true and wasnt a problem for the treating consultant. I have always had a high opinion of New Cross and utilise the hospital frequently. However this visit has left a bitter taste in my mouth that a nurse could speak to me in this way. It seems their bedside manner has been lost and that they were iritated by my presence.I feel it neccessary to make the trust aware of my experience at New Cross and feel that the member of staff should be spoken to about the way I was treated and the fact the nurse cant be presumptious that just becuasde I am female that the female I was with has to be anything other than my wife!! This has really angered me.

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Response from The Royal Wolverhampton NHS Trust

Thank you for taking the time to post your comments relating to your recent patient experience in our Emergency Department. I am sorry for any distress that this matter has caused.

To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362.

Kindest regards

Alison Dowling

Head of Patient Experience and Public Involvement