"My experience of A&E was dire."

About: Rotherham Hospital

What I liked

Some of the staff treated me with dignity and respect.

What could be improved

Most of the staff didn't treat me with dignity or respect.

Anything else?

I was treated in A&E. I went in in horrific pain, which they quickly decided they couldn't treat effectively and we had to fight for them even to try. I was still in agonising pain when I was told very impolitely that I had to leave.

For example, my partner had helped me get to the toilet. Trying to get from the wheelchair to the toilet I experienced a shaking fit and almost collapsed. He got me back into the bed and asked a nurse to come and see me again because I had worsened since I had last been seen by a doctor. I was having another horrific episode of pain and had nausea and vertigo. The nurse came in and immediately put the lights on even though I had photo-sensitivity and told me to sit up and explain why I hadn't gone home. At that point I couldn't talk for the pain and I couldn't sit up by myself as I have existing, documented, mobility problems. My walking stick was in full view. She told my partner she didn't believe I couldn't manage to sit up or talk and wouldn't let him help me. She told me off for wasting their time and said I'd seen the doctor so now I had to go.

I was in a terrible state when I left but I was so scared and confused I just wanted to get home, which clearly was what they'd wanted anyway.

I think universally people would expect to be able to live without pain. No one should be made to feel like garbage for trying to achieve this.

Story from NHS Choices

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Responses

Response from Rebecca Allinson, Associate Director, Corporate Relations, Rotherham Hospital

Dear Anonymous

Thank you for taking the time to express your concerns.

We were really alarmed to read your posting and apologise that you feel you were treated in this way and in an experience which culminated in you being asked to leave the department.

Given the serious nature of your concerns and the fact that dignity and respect of patients and staff is key to both the Trust and the A&E department’s working practices, we would really value you contacting Patient Services on 01709 304461 so that we can properly review your care.

We will, of course, share this feedback with all the staff in the department but our experience has shown that it is much more productive and effective if we are able to review it directly with the staff concerned. We can not identify them unless we have your name and date of attendance.

Please do call us so we can specifically address your concerns.

Thank you.

Rebecca

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Response from Rotherham Hospital

Thank you for sharing your poor experience with us.

We were alarmed at your posting and apologise that you feel you were treated in this way, which culminated in you being asked to leave the department. Given the serious nature of your concerns and the fact that dignity and respect of patients and staff is key to the Trust and the department’s working practices, we would value you contacting Patient Services on 01709 304461 so that we can properly review your care.

We will, of course, provide your feedback with all the staff in A&E but it is our experience that it is much more effective and productive to be able to review it directly with the staff involved and we can not identify them unless we have your name and date of attendance.

Please do give us a call so we can address your concerns more specifically.

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