Surprised at how I was treated in a&e

[broken86]

This has been playing on my mind for the last week and I just wondered if it was me being sensitive or not.

Last week I had an accident and it was obvious right away that I'd done something to my ankle, I threw up and almost passed out from the pain (which isn't like me, I'd say I've a very high pain threshold and not a drama Queen) I'd never felt pain like it even not giving birth.

Dh ran me to a&e and helped me to a seat and checked me in at the desk. I then told him to leave as there were signs all over saying no one could wait with you.

I felt pretty self conscious and exposed in the waiting room sat with only one shoe on and one bare foot. My leg had really swollen and I was obviously in a lot of pain and while it could just be paranoia I felt a lot of people were just staring at me.

The worst part was when I got called into triage, I couldn't put weight on my sore foot so had to pull myself up using the chair in front then somehow hobble all the way across the room to the triage area. The nurse waiting for me stood leaning on the door frame looking bored out her head at having to wait longer for me and everyone in the waiting room just stared at me struggling

At one point I felt there's no way I can do this but it was such an unfriendly atmosphere I didn't even feel I could ask for help. Once I made it into the triage room and sat down the tears were pouring down my face due to the pain, The nurse didn't even look in my direction just asked me questions and typed into the computer before telling me to go to minor injuries and pointing to an area at the end of the corridor.

Once again I had to struggle down by myself, part of me wanted to ask for a wheelchair but awkwardly thought the nurse must think I'm being a wimp or else she would have offered. I had to support my weight on the handrail all the way down with everyone in the waiting room just starting at me again.

Once I was in minor injuries it was a totally different experience, they couldn't have been nicer getting me pain killers etc Turns out my ankle is broken and I've damaged the ligaments and am now off work and not able to drive etc for the next few weeks which is a total pain but can't be helped.

The total lack of any kind of human kindness in a&e still plays on my mind though, obviously a room full of people at a&e aren't going to be in the best form but a lot of people had ignored the "no family waiting" signs and were sat happily chatting away to each other. I couldn't imagine myself being there keeping someone company and not offering to help someone who was obviously in a lot of pain to cross a room, likewise I couldn't imagine a nurse in a&e not acknowledging when someone is in pain or even just giving them a friendly smile etc.

Obviously I'm grateful for the care I've received so far and that I will need going forward but was just wondering (while Sat with my foot up) if this is what people would expect in a&e?

There's no excuse for that. It's negligent and unnecessary. It doesn't take much to care and makes the world of difference to the recipient. I'm sorry you had that but next time ask.

Complain to PALS. No excuse for that type of behaviour. They are supposed to be in a caring profession, and if they don't care, they should be working somewhere else.

I get the pressure, working conditions etc (I work for NHS), but a bit of simple compassion wouldn't go amiss.

Please go to PALS.

The triage nurse sounds awful and maybe a complaint will make her treat the next person with a bit more compassion.

DH or I would offer you help in that situation, but I probably wouldn’t expect anyone to help me. I once came off a motorbike when it seized and was picking myself, and it, off the road and someone walked past and didn’t even ask if I was okay! I’ve come to learn not to expect anyone to care these days.

I hope you have a speedy recovery and aren’t in Too much pain

It's awful. I'm sorry you experienced that. I might be inclined to complain, for all the good it will do.

For the record though, you clearly needed help getting around because of your injury and I believe that means your DH could have stayed. He could have had you in one of those wheelchairs that are available at many hospital entrances or in the car parks if you insert a pound coin or token. It would have made things easier. You are allowed to have help with you if you need it.

If you don’t put a complaint in, things will never change

How awful. My daughter is a nurse and noone should have treated you in that manner. I would raise this as a complaint/constructive criticism. I appreciate that all A&E departments are under pressure right now, however that is not the fault of the patients. Every patient deserves the same care and compassion. So sorry you went through this and hope you heal soon. x

Sadly this kind of behaviour isn't unusual,.your just treated like a complete inconvenience.
The doctors receptionists are exactly the same, blatantly ignore you, heads down, even though no phones ringing and no other patients. Zero empathy, made to feel a nuisance and constantly trying to fob you off with regards to contacting them online.
They have zero people skills.
Hope you feel much better soon OP, l wouldn't waste time complaining, it won't change anything.

I have been to A&E several times recently and can quite imagine that happening. I was surprised how ill some people were who were waiting for hours and hours and there were older people there with what looked like quite serious injuries who looked like they could pass out any moment. Maybe everyone is thinking about themselves and their own ailments and most people will be in pain or unwell.

I will say though that the triage nurses were fantastic and if someone couldn’t get to them they did get them in a wheelchair.

I couldn't imagine myself being there keeping someone company and not offering to help someone who was obviously in a lot of pain to cross a room

The more likely thing is that they weren’t “happily chatting away” but there for their family member/ loved one who also needed to be in A&E. I’ve been to A&E with my child or husband many times and I’m going to be focused on them, not looking out for whether to get a wheelchair for someone I didn’t know.

Not excusing the lack of care but your DH could have gone into the A&E first grabbed a wheelchair there is usually a supply of these in A&E gone back to you helped you in and then wheeled you into A&E, the staff would have then moved you around in the wheelchair. When I had an ankle injury that’s what we did I also told my DH not to wait as it was going to be hours and I would call him when I wanted picked up.

Sounds like A&E where I am, it's a thoroughly unpleasant experience with extremely disinterested staff.

Won't say where, but down the pointy end of the country.

I hope you feel better soon and I'm glad minor injuries were kind to you.

It's sad but I've experienced the same. Not trying to make excuses but I think the staff are spread too thin and are in sort of survival mode, which can rob them of their compassion. I think with all the stuff about the NHS in the news recently as well, morale is low. Not an excuse, but maybe an explanation.

I worked in a hospital for 6 years. I remember when I started I cried a lot in the toilets about things I'd seen and had to help with (you're only human after all). By the end of my six years I was disgusted with myself for how detached I had become when around horrific situations. But it was a coping mechanism. I got out and am pleased to say I feel I fully have my compassion back but it was scary how desensitised the environment makes you, almost like being in a war zone. If you're not the kind of person who can find healthy ways of handling that while maintaining your compassion, it can really affect you and I think a lot of people, like me, detach for the sake of their own mental health.

Speedy recovery to you ❤️‍🩹

That really doesn't sound good. I am not one to complain but I really would put in a complaint to PALS. It sounds pretty obvious that you needed help and that is what the hospital staff are bloody well there for!

I know the NHS is on its knees but there is just no excuse for what you experienced. So much for the " caring profession"...

It doesn’t surprise me at all, I had hospital care that left me with PTSD, but PLEASE make a complaint to PALS.

They tried to make you walk on a broken foot. And not letting anyone sit with you is ludicrous.

The doctors receptionists are exactly the same, blatantly ignore you, heads down, even though no phones ringing and no other patients. Zero empathy, made to feel a nuisance and constantly trying to fob you off with regards to contacting them online.
They have zero people skills.

@TwizzerlingToadstools I'm sorry that's been your experience, but our GP surgery receptionists are lovely and very efficient

Not my experience last week in a busy city A&E, your "minder" could stay with you (some had more than 1) and when it got really busy a nurse came out and asked that anyone sitting on a chair who wasn't a patient, please could they stand so that there were enough chairs for those waiting to be seen, and just about everyone complied with that.

I did notice that those with injured legs/feet were hopping about from triage and into being seen though. Some had got themselves organised with hospital wheelchairs though. Not sure what the answer is though.
Whilst I had to wait ages for triage and being seen, I can't fault the attention/care/kindness when I was being dealt with, so I think you were unlucky with your experience.

I went to A&E for the first time in about 20 years last week and had a similar situation.

Once I got "through" everyone was lovely, but triage was very "brusque". I had three people putting needles in meand hooking me up to machines and not one of them explained what they were doing or gave me any warning. Then I was just told to go back to the eating room with no I indication of what happens next.

I guess they're just getting everyone through as quickly as possible but there was definitely no bedside manner.

Yeah it's really not unusual in my experience unfortunately. The last time I was in A&E (stupidly broke my arm and had concussion from tripping over and bouncing down some stairs ha) I was triaged really quickly then put in a plastic chair until a bed came up. 24 hours! I was on the verge of vomiting the whole time from the concussion and the chair was one of the most uncomfortable things I've sat on. I absolutely know how stretched the NHS is but I was basically ignored - pretty much the only interaction I had was being offered a sandwich which then never materialised. So yeah, not a great experience...

I agree. Receptionists at my GP have always tried to fob me off.

And I will never forget the a&e receptionist who told me to wait outside in the rain with my 13 month old (because of covid) when it turned out he had to be admitted for bronchiolitis. I refused her request.

I had a similar issue in Andover minor injuries. I took a badly bleeding child in, to two nurses sitting chatting. There was literally no-one else in the place. I asked if they could have a look at ds's knee, to the reply 'have you got an appointment?' They were literally sat, doing nothing, no other patients at all.

I said no, how do I make an appointment. I was told to call 111. So I went out in the carpark, rang 111 to find a 2 hour wait for a call back.

I went back in and tried again. They just shrugged, said no, and went back to chatting. What was I supposed to do? Stand in a carpark with a bleeding child for two hours?

I then drove across Hampshire to our GP's surgery where I also didn't have an appointment, but our practice nurse took one look and gloved up, got the grit & dirt out of the cut and stuck the sides back.

I complained by email to Andover, someone sent me their phone number, and then that number was unobtainable.

I am usually the strongest supported of the NHS and would stand in the road defending it, but they do seem to have recruited some individuals who aren't worthy of working there. certainly not fit to have a licence to practice. Just depressing.

I’m really sorry that you were treated like that, unfortunately I think it’s the state of A&E these days. Jaded and overworked staff seems to be my observations, although it’s never an excuse for being unkind.

There also needs to be an overhaul of 111 and clearly more GP appointments need to be made available. I attended A&E in the early hours recently and whilst receiving treatment (in the corridor), I could hear some of the patients being triaged, not ideal… at 4am someone came in for water in their ear, that was ‘stopping them from sleeping’ and someone who was 5 weeks, 4 days pregnant who had started to bleed and wanted a scan to see if she was miscarrying - now upsetting I know, but a lot of the patients could have waited the next day to see a GP or walk-in service

That is really bad but I would have made the point there and then and asked if they had a wheelchair. I would hope if something like this happens again that you will get more compassion from the nurse - but please don't ever hesitate to speak up and say you need something if you need to

And yes - I would complain on this occasion

I have to say my experience has been the same. A&E at a hospital in the midlands was the least compassionate place I've ever been in.

I got taken to a&e by ambulance about a year abo now with a suspected spinal trauma. The paramedics made me walk to the ambulance, I waited 5 hours to be seen by a doctor, who gave me paracetamol and told me they would "mobilise me in 2 hours". I was left in the waiting room on a wheelchair to be seen by another doctor, who decided to run some tests. He asked a nurse to help me to the bathroom but she literally just pointed to where it was and I crawled along the corridor and back as I couldn't walk... Long story short, I had a spinal compression that could have left me paralysed and was in surgery ASAP the next day. No one seemed to believe the pain I was in until the MRI and I had been told by the paramedics I was not allowed anyone with me in a&e. There was one lady there who had 4 adults with her and she was mobile. My experience of a&e, doctors etc really puts me off getting help. Wishing you a speedy recovery!

I could have written this myself, so I’m sending you lots of sympathy knowing what it feels like ❤️ Its awful being in so much pain, feeling alone and then being made to feel like you are a total inconvenience to the staff, getting no compassion. I too was sent to minor injuries (which was stupidly on the other side of the hospital). I hobbled all the way with tears streaming down my face, stopping for regular breaks as I couldn’t take the pain. Probably 20 staff in uniform just walked on by and looked the other way when I tried to make eye contact and ask for help. The staff in minor injuries took one look at me and took me to X-ray in a wheelchair, to discover I had a broken ankle. I don’t know why anyone would continue to work in the job, once they completely run out of compassion for the patients.