"My daughters experience in the A & E Department"

About: Royal Albert Edward Infirmary / Accident and emergency

(as a parent/guardian),

Last week my daughter suffered terribly at the hands of a doctor in the A & E Department who refused to give her Entonox when she had four 6/7inch lacerations to the top of her left leg. She has always been given Entonox as her injuries where usually very bad and needed stitching as a result of her self-harming.

After seeing the triage nurse, I asked if she could have Entonox to help her manage the pain as this was what she was usually given. We were asked to wait in the reception area for a minute while she went to the minor’s area, I presumed she was going to get her seen. When nothing happened for about 20 minutes and my daughter started crying. I went to the minors department to ask for help as my daughter was in incredible pain.

She was offered two paracetamol for the pain and told she would just have to wait. My daughter was just left with no idea of how long she would have to wait or cope with such incredible pain. After a while I went back to the minors department and complained. It was only then that I was told that it was under the direct instructions of a particular doctor that my daughter was not to be given Entonox. I was disgusted and asked to speak with the doctor. I then went on to try and explain to the doctor that she needed to have the Enotonx to help her cope with the pain and that she had it every time she had such injuries it was about six weeks since she last had it. I could not understand why the doctor was refusing to give her the Entonox when they had not even examined her.

I didn’t get any answers from the doctor who just argued with me then said they'd had had enough and just walked out of the room. I felt the doctor was awful,very patronising and very argumentative. Having to argue with a doctor to try and get help whilst my daughter was just left alone in the waiting area crying in pain in front of everyone. It is a disgrace! ! I have complained about this particular doctor in June last year as I think they have a problem with people who self-harm. It is totally unacceptable to be treated this way.

I insisted that my daughter was seen by a consultant and eventually after suffering for nearly two hours she was given the Entonox. She was also was given Tramadol/Diclofenic and Paracetamol. She then had 40 stitches in her leg. I have filed another complaint with regards to the doctor’s conduct with the Patient Relations Department. If we could possibly avoid going to the A & E Department we would. It is unacceptable to be treated this way.

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Response from Susan Heighway, Patient Relations / PALS Manager , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust

Thank you for your comments in respect of the care afforded to your daughter within the A&E Department recently. We were sorry to learn of your concerns and will be responding to you through the Complaints Process.

Kind regards

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