"I think the running of A & E needs a rethink to..."

About: John Radcliffe Hospital

What I liked

The nurse looking after us was excellent, she was observant to my daughters pain and needs despite being busy. She was kind and sensitive, good clinical skills.

What could be improved

Unsure of the policy relating to time limits on being triaged for people who present with severe abdominal pain - perhaps none? My daughter had to wait 1 hour & 20 mins and even then only after I approached a nurse telling her the pain was worsening.

We were taken through to a cubicle and the lovely nurse took over care, gave my daughter IV painkiller & took blood samples while waiting for dr. The pain relief only lasted 1/2 before pain bad again so another type of pain relief administered IV. Again this lasted only 1/2 hour before pain returned. Dr came after waiting 1.5 hours. Blood results were reviewed and as nothing abnormal showed up, my daughter was discharged home with paracetamol.

The Dr didn't seem concerned about how little effect the strong painkillers had.

The next day, my daughter was still in pain I took her to a different hospital for a second opinion. In comparison, on arrival at the 2nd A & E we were triaged within 5 mins (as busy as JR), seen by a dr within 30 mins. Daughter given morphine - more appropriate for level of pain she was clearly in. The bloods were again normal but the Dr could see something clearly amiss despite reassuring blood results. He admitted her for further observation, she had gallstones and needed emergency surgery.

Anything else?

No need for your generic reply: 'please contact PALS with your complaint'. I'd feel a bit more inclined to if the responses to negative feedback were personalised (like they are on the positive feedback comments)

Story from NHS Choices

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Response from John Radcliffe Hospital

We are really very sorry that you were so unhappy with your daughter's experience in the John Radcliffe Hospital.

Your comments have been passed on to the senior management of the Emergency Department.

While we do understand that you may not wish to contact us in person about your daughter's experience, we are unfortunately unable to investigate issues properly unless we can identify the patient involved; this is why we invite people to contact our Patient Advice and Liaison Service in the first instance.

There is also an online feedback form on our website, www.ouh.nhs.uk, or you can email feedback@ouh.nhs.uk.

Should you change your mind, please be assured that PALS is confidential.

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