"I do feel that if I hadn't been prepared to pester I would have been forgotten about"

About: Royal Albert Edward Infirmary / Accident and emergency

(as the patient),

I was admitted to A&E by a GP with suspected gallstones. My A&E experience was pretty poor.

I was in A&E for almost 4 hours. In this time I had very little communication from staff as to what was happening. I was waiting for the surgical team to come and assess me, which took 3 hours. I had to pester the nurses who assured me they had been paged.

Eventually a staff nurse rang there. They then arrived within 5 minutes. The surgeons said they had never been paged. At this point in time the pain was getting worse and no one had administered pain relief. Again I had to go and find a nurse, who then gave me pain relief and gave me a drink and a sandwich.

I do feel that if I hadn't been prepared to pester I would have been forgotten about. On the ward the consultants listened to my concerns about me leaving my 16 week baby at home and got me an urgent scan to try and speed things up.

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Responses

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

Thank you for your posting your comment in respect of your recent visit to the A&E Department at RAEI. Whilst there are sometimes delays in specialist services reviews due to emergency demands, we are sorry that there was a lack of communication during your visit to reassure you. Your comment has been shared with the Head of Nursing for Medicine who has asked that I apologise on her behalf and to reassure you that this will also be shared and discussed with the Matron and the Clinical Director for Emergency Medicine to reflect on how communication can be improved in this area.

Kind regards

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