"Dad treated well at A & E but no compassion for..."

About: Hull Royal Infirmary

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My dad was treated really well at A and E after being taken by ambulance because of breathing problems. My sister had let me know that he was in hospital and that I should ask for a particular doctor on arrival. I arrived at A & E about an hour and a half later and asked if I could speak to the doctor mentioned. I was very rudely advised that the doctor was very busy and I would have to speak to someone else. I explained about the phone call from my sister. She asked for my father’s name and then just said that my father was just through those doors and pointed to them. She had no compassion or empathy – just rude. I saw my dad in what looked a make shift ward within A & E. (door had a sign “Resus” on it, with screens around the patients. He was desperate for the toilet. All the nurses were very busy with another patient who was obviously in need of such attention. I saw some nurses just outside the door talking so I went to them and explained my dad needed the toilet and asked if I could have a bottle. One of the nurses just said I should ask one of the people in the area I had just come from. I explained the nurses were all very busy in there. The nurse then came through with me to the area my dad was in and just wandered off. A few minutes later came back with a bottle. She did not tell me where she was going which I thought was bad. Fortunately she came back after a few minutes with a bottle but she could have said where she was going.

I was with my dad at his bedside for an hour or more. The male nurse who was with my dad when I arrived did not acknowledge me and when he left my dad’s area I went and asked him for information and he said he could not tell me anything at present and I would have to speak to the doctor. The doctor came to see me later and updated me and he was very good.

I was there with my husband and we were very worried about dad and up until when the doctor came to see me we never felt at ease because no one was giving us information.

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Response from Hull Royal Infirmary

Many thanks for placing your posting on the Patient Opinion website. We are very sorry to read of your recent experience and we will ensure that the Matron and staff concerned are made aware. If you would like to discuss this matter further with us, or indeed any other experiences at our Hospital, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email your.nhs@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local services.

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