"Failed to provide safe medical care - severe pain..."

About: Queen's Hospital (Romford)

What I liked

Very little.

What could be improved

My father was left in severe pain for 3 hours when a simple urinary catheter would have relieved his pain immediately. This delay caused acute kidney injury, as evidenced by his subsequent post-acute tubular necrosis diuresis.

When he asked for the name of a staff member to complain about rudeness and a lack of prioritisation of his pain this should have been provided - the member of staff repeatedly refused and the badge was not visible.

When addressed by a senior member of nursing staff they should not have been rude, disrespectful, and told him the only way he could have had his problem dealt with sooner was to faint from the pain.

He should have been treated with kindness, dignity and respect. He failed to receive safe medical care. Based on this experience this A&E is not fit to treat patients.

Anything else?

The triage nurses should ALL be taught to put in male catheters so that this problem can be dealt with immediately. It takes about as long as the documentation process and is far more valuable to the patient in extremis.

The rude member of nursing staff should be disciplined and taught how to communicate effectively with patients in distress. Though from what we have seen, the main problem was a basic lack of kindness or empathy, which is hard to rectify on a course - there may be no hope for them.

Story from NHS Choices

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