"Staff rudeness and aggression in A&E"

About: Heartlands Hospital / Accident and emergency

(as the patient),

I had a blood test as an outpatient during the day, but was telephoned at night by a doctor to say my potassium result was high. However the doctor stated the result was a haemolysed sample so it could be an error and it needed checking again that night.

I attended Heartlands Hospital A&E and fully described what had happened to the senior nurse. She wanted me to have all sorts of tests and treatment, to get undressed, but I asked if I could have the blood test first to ensure it was a correct result. She started shouting at me that I was not to tell her how to do her job, and continued shouting at me all the way up the corridor in front of all the other staff and patients, most of whom turned their back.

My husband stood in the corridor and pleaded for the Nurse in Charge, by which time I was extremely upset. Another nurse came and said she was correct and insisted on inserting a venflon on into my arm to take blood.

Twenty minutes later a person entered the cubicle stating my blood results were normal and I could go. No apology was issued and no one contacted me following this event.

Poor show from a hospital which I hold in high respect, however in all organisations you will find a bad apple and they need encouragement and further training in communication skills to be able to cope with the strains they face. This senior nurse appeared to require extra support that was not being provided at that time.

Being a patient means making informed choices.

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Responses

Response from Patient Engagement Office and Project Manager, Heart Of England NHS Foundation Trust

Thank you for your feedback and we are sorry to hear your experience at our hospital was not a good one. I will ensure your comments are passed on to the staff in A&E. If you would like us to investigate your issues raised please contact the Patient Services Team on 0121 424 0808 anytime bewteen 9.00 am and 5.00 pm Monday to Friday.

Thanks again.