"75 yr old woman threatened by over reacting staff"

About: Leicester Royal Infirmary

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My mother recently accompanied my father to A&E who was extremely unwell.

They were told he would have to wait up to 3 hours as it was very busy. After about an hour my mother approached a nurse and lightly touched her on her arm to get her attention to see if my father could have some help as she was very worried. The nurse turned around, accused her of strongly pushing her and immediately called for two security guards to have her removed, who themselves were over zealous making comments about legal action! She got very frightened.

When my father finally got to see the doctor and after making his diagnosis(Gallstones) was told to go home and take some paracetamol. As this condition is known to be low priority it can be a more serious condition for some with other medical conditions and my father does take a fair amount of medication.

My father contacted his local GP later the same day and was told he should have been given some medicine to relive the pain before being sent home.

We all appreciate that A&E staff can work under a lot of pressure and have to deal with some patients and family members who can be aggressive which is totally unacceptable. My mother probably forgot that your not allowed to touch hospital staff as she must have been quite distressed at the time.

The reaction of the nurse and security staff was totally unnecessary and should have been able to distinguish between an actual threat of harm and a 75 yr old woman asking for some help. A lesson in compassion is obviously needed with some of your staff.

Story from NHS Choices

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Response from Leicester Royal Infirmary

Dear reviewer, Thank you for taking the time to leave your comments about your experience at Leicester’s Hospitals, we are really sorry to read about this experience. It is not acceptable for our staff to be rude or short with patients or their family. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. We have since updated our process of responding to reviews posted on NHS Choices and are now committed to making sure we respond to comments within 21 days of the date they are posted. If you would like your comments about this nurse to be formally investigated, please contact PILS on 08081 788337 or online at www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/. Kind regards Communications Team Leicester's Hospitals

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