"Awful A and E experience"

Sadly my mother was taken into the A and E department of Q E Hospital Birmingham in August 2016, even though she was rushed in by emergency paramedics with severe pain and breathing problems upon our arrival we had to join the back of a queue of 11 patients on stretchers along the corridors, some clearly been waiting a very long time, some very poorly and some very frail, one nurse checking you in like a clocking in machine, no empathy and certainly no person centred care, and your dignity was completely thrown out the window along with any confidentiality as they read your name condition and personal details loud and clear because obviously anyone over the age of 70 is hard of hearing and senile! Then when my mother is gasping for breath and a nurse walks past looks and carries on walking clearly shows the care in nursing for some has disappeared! Luckily my mother had me there with her who was able to get someones attention and get help, sadly this is not the case for many of the other patients, my mom was then seen by a doctor, we then had to wait a further 27 hours in an A and E cubicle as there were no beds available, then transferred to a "holding bay" ward where she spent a further 2 days before being moved again to a temporary ward for a further 2 days before being discharged, i totally understand staff shortages but person centred care, dignity and treating a person as a person should still be paramount, no one asked the nurse to become a nurse they choose too!

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about your mother’s care and treatment at the Queen Elizabeth Hospital Birmingham. We are disappointed to hear that her experience fell below the standard we aim to provide. The senior staff responsible for this area are keen to make direct contact with you (or your mother) to discuss your concerns in more detail so they can take any necessary action. If you are happy to do this please get in touch via the Patient Advice and Liaison Service (PALS). PALS are here to help and can be contacted by phone 0121 371 4400, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.