"appalling lack of concern and failure to recognise..."

About: St Mary's Hospital (Newport)

What I liked

Very little - although doctor was charming in A and E department, I am not convinced of skill level.

radiologist in A and E was lovely and excellent at protecting dignity. Insisted a gown was found etc.

What could be improved

Receptionist abrupt and did not pick up potential warning signs of serious breathing problems. Wrote 'bad cough' rather than SOB. Lectured about going to out of hours using 111 phone number - which in this case was inapporpriate advice. Algorithm used for initial receptionist assessment is inadequate and missed something as serious as hypoxia.

No proper clinical assessment. They talked about asthma - even though this was not the issue and I told them so. No initial proper assessment - no basic observations, no measuring of SATs (which would have given a clear indication that all was not well), no proper medical history taken - well non at all, in fact.

Put in side room where there was ready access to inappropriately stored drugs and IV fluids ( to contaminate or steal should I be so inclined).

No monitoring of condition whilst in department - no obs, no visits from staff except to bring nebuliser.

Discharged home with incorrect dose of antibiotics and no advice to follow if condition worsened - which it did.

There for over six hours and no offer of even a cup of tea or water. Had to find water dispenser ourselves.

There was a general air of grubbiness. Old contaminated tissues and ampules on floor. overflowing bins in patient loo's and soiled lavatories. Staff did not appear to understand requirement to wash hands - nobody did. Senior nursing staff were not adhering to IPC policy. Going from clinical area to clinical area wearing a long sleeved cardigan.

Doors routinely left open so everyone could see and hear what was going on (even when examining patients). I knew the full details and clinical care of at least four other people and all those being triaged next door.

Anything else?

My condition did get worse and I needed admission to hospital. I had such little confidence in the A and E department at this hospital that I risked travelling back to mainland for proper care and treatment.. My GP was standing by to provide immediate emergency treatment and I have just been discharged from a local hospital after a six day stay for pneumonia - undiagnosed by IOW- where the care was significantly better and I got the proper treatment. The consultant told me that the incorrect response from the IOW A and E had prolonged my stay in hospital and made my condition much more serious.

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Responses

Response from St Mary's Hospital

I was sorry to read of your negative experience when you visited the A & E department on the Isle of Wight, and want to assure you that this feedback has been shared with senior staff in order for them to learn lessons from your experience.

Should you wish to have this addressed as a formal complaint, please contact the Quality Team at St Mary's who will support you in taking this forward and ensure that your concerns are investigated and a personal response provided to you.

Once again apologies that your care and treatment was not to the standard we aspire to, and we are grateful that you have taken the time to provide us with valuable feedback that allows us to further improve our services.

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