"Absolutely appalling"

About: University Hospital Aintree

What I liked

The surgical doctor who attended my daughter was excellent in A&E and the consultant had wonderful bed side manners.

What could be improved

Pain relief. or complete lack of. Had to beg repeatedly for pain relief for my daughter who was in absolute agony. The nurses fill in Pain assesment tools, but then take no notice of the scoring. My daughter was a 9/10 on the pain score yet repeatedly got offered paracetamol, which she had told them did not offer any relief.(she also could not swallow them due to swelling in her mouth)

She was admitted to surgical assesment unit overnight while waiting for surgery and we heard a patient in next room crying out in agony at which point a nurse came and said to her "can you be quiet we are trying to hand over here". I,m a nurse and I was absolutely disgusted at this attitude.

After surgery. despite having a cannula in and again scoring 9 to 10 on the pain tool, she was once again only offered oral paracetamol. The nursing staff seemed totally uncaring and she was made to feel like a nuisance. When we finally got IV paracetamol prescribed, as the nurse was putting it up she commented " make the best of this, you won't be getting this again".

I put a complaint into PALS and have heard absolutely nothing back

I dread ever getting sick enough and being taken to this hopsital. I have never had a good experience there ever.

You aren't even allowed to stay with your relatives outside the restrictive visting times to ensre they at least get a basic level of care.

They repeatedly sent my mother home from a&e after she had sever back pain. It took a walk in centre to finally dip stick here urine and discover she had a kidney infection.

Anything else?

In the end my daughter self discharged herself as at least at home she would receive some care

Story from NHS Choices

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Response from University Hospital Aintree

We're pleased that you rated your daughter's care in Accident and Emergency so highly, but we are very sorry to hear of how unhappy you and your daughter were with her further treatment at our hospital, and would apologise for that Our customer care team will be happy to look into this further for your daughter - please contact them directly on 0151 529 2303/3287 or email info@aintree.nhs.uk

They will certainly get back to you.

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