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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Surprised at how I was treated in a&e

264 replies

broken86 · 01/09/2023 13:55

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 Confused

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?

OP posts:
MintJulia · 01/09/2023 14:28

Yet Basingstoke A&E on Christmas Eve, with a bad reaction to chemo, they couldn't have been more helpful & supportive. Same NHS trust.

I think it really is down to some individual staff being unfit for the roles they have been given.

trampoline123 · 01/09/2023 14:28

I'm in and out of hospital quite a lot so maybe I've become desensitised, but I just genuinely think AnE don't have time for pleasantries all the time, like it's a bit of a military operation to get people assessed.

You just don't know what they've had to deal with l, or what horrible things they've seen prior to you coming in. It must be hard for them to switch back and forget.

I would have just asked for a wheel chair when I got there and for some pain killers - you do have to be quite upfront sometimes.

TheAloe · 01/09/2023 14:30

I am sorry this happened to you. Don’t follow the rules next time. Keep someone with you. Especially now in the likes of A and E they’re fucking hideous places and when you’re in pain you need support.

ukgot2pot · 01/09/2023 14:31

Welcome to the NHS. Sorry to hear of your experiences OP, but sadly, they are not so unusual anymore.

TheGirlFromTomorrow · 01/09/2023 14:32

You're definitely not being sensitive. I've been treated like a piece of shit on sometimes shoe in A&E. It's traumatic to be treated like that when you're poorly. It really is.

SocialLite · 01/09/2023 14:34

I mean, if being pushed for time was the issue, then helping you into triage would've sped things up! To just stand there while you struggle is as ridiculous for productivity as it is compassion.

6monthsto50 · 01/09/2023 14:35

There is indifferent in all professions personally if I was immobile and in so much pain I would have asked my husband to stay with me. regardless of the signs. Definitely complain about the triage nurse however, nothing will happen as the NHS is so short staffed.

OhComeOnFFS · 01/09/2023 14:36

I think we all need to start saying, "Can you tell me your name, please?" when someone is so dismissive and when they are clearly not busy, and then put in a complaint, every single time.

Thehappygardener · 01/09/2023 14:38

So sorry you had such a terrible time in A&E. A couple of years ago I was in a similar position. I sent my husband home to feed our dog but what a mistake! When your leg or ankle is broken, it’s difficult to move on your own, getting to the loo was nearly impossible. But once I had my X-ray and it was clear my leg had a fracture (not major, didn’t need surgery) the staff were much kinder and pushed me around in a wheelchair.

And as others have said, complain to PALS, because even if the triage nurse wasn’t compassionate, she should have been trained to care for someone who was clearly in pain with a swollen, damaged leg.

Do hope you feel better soon 🌷

ladycardamom · 01/09/2023 14:39

Do you think its burn out?

DepartureLounge · 01/09/2023 14:39

The NHS is stuffed with very burned out, desensitised staff who are this close to just not turning up anymore, nowhere more so than in A&E, where they're also picking up the slack for myriad other failing services. I think you're being a bit precious in truth. You could certainly have asked for pain relief and perhaps also for help getting to minor injuries.

I'm a bit of a complainer by temperament. I take the view that nothing changes if you don't. But I'd let this one go if I were you. PALS are up to their eyes in cases where shortcomings in care led to poor clinical outcomes. You just feel that people weren't optimally kind to you, which is very different. Honestly, move on.

Butterflywings2 · 01/09/2023 14:39

My DP recently broke his leg and we had a similar experience OP. Wheeled him in a hospital wheelchair and the triage nurses weren't bothered whatsoever and were going to send us home but we pushed for an X-ray. The consultant was lovely after the X-ray was given and found the leg was definitely broken, funny that.

superplumb · 01/09/2023 14:40

I've experienced this attitude so many times, even from midwives too. I don't put nurses on a pedastool and assume they are all nice people. Some are awful, like in all professions.

Petrine · 01/09/2023 14:43

A couple of weeks ago I spent 6 hours waiting to be seen in A&E. My arm was obviously broken as it was distorted. I was given paracetemol which was totally inadequate for the pain. Like the OP I was crying with the pain. I was triaged and sent into the general waiting area with no support for my arm. After a few hours I asked for a sling... none was forthcoming - I asked again and was given one which I struggled to put on... still no adequate pain relief.

I finally got to see a doctor, had x-ray and which showed that both the ulna and radius was broken in my arm and the distal radius in my wrist. Finally got out after 8 hrs being in AE

In all the time sitting with no support to my arm it could easily have become displaced and then would have required remedial surgery.

Absolutly dreadful .

Sooty20235 · 01/09/2023 14:44

I was left to hop down corridors when I broke my foot in May. Its madness and awful!

Wrongsideofpennines · 01/09/2023 14:44

I would complain. Trying to walk on it could have made injuries worse so they should have offered you a wheelchair or checked if there was someone with you, or got a porter - assuming you said you weren't able to weight-bear.

I imagine the 'no family waiting' signs are leftover from covid times and I would have ignored them particularly because you needed assistance to move. Last time I was in A&E with my baby there were 4 people with one toddler patient.

anyolddinosaur · 01/09/2023 14:45

When I had a similar injury someone stayed with me and we appropriated a wheelchair. In the event it was simply a bad sprain, although apparently my ankle had been broken previously. I had not gone to a&e on that occasion because I could put weight on it and thought that meant a sprain. I left with crutches.

If you can walk, even if it's very painful, they'll assume sprain until x-ray shows otherwise.

MolkosTeenageAngst · 01/09/2023 14:47

I wouldn’t expect a patient or family member in the waiting room to help but would have expected help from the nurse when requested. Did you actually ask her though? I also would have always painkillers to be offered, I have always had painkillers offered when in A&E.

ittakes2 · 01/09/2023 14:47

I am brought up in a very community oriented culture - I am always the one helping elderly people or people looking lost etc.
But I must admit ... I am not sure how you think a stranger might offer to help? If you thought you had broken something I would have expected your partner to make sure you had a wheelchair and if you needed a wheel chair than he could have stayed as support despite the sign. I think if I saw someone hobbling I would assume they had refused the use of a wheelchair.
While the nurse could have been kinder - if you need some help ask - people are not mind readers. There are lots of people who don't want help and get annoyed or feel frightened if strangers approach them.
I hope you feel better soon.

DepartureLounge · 01/09/2023 14:48

If you must complain, do it to your MP, not the unit or PALS. Staff burnout can only be fixed with improved resourcing. Everyone in front-line NHS work wants that as much as you and I do.

teatimenow · 01/09/2023 14:48

Sounds fairly standard for A&E nurses. Sorry you went through that OP. Try not to take it to heart too much, you're just a number in the system at A&E, and the system is broken.

Aworldofmyown · 01/09/2023 14:49

Our A&E let my 65 year old mother walk on a broken leg from A&E to xray! And back!
Then they sent her home without crutches.
Absolute shit show.

ungryHippy · 01/09/2023 14:50

You should have said you needed a wheelchair instead of waiting for help to be offered.
Everyone is too concerned with their own problems to pick up on a stranger's cues.

landbeforegrime · 01/09/2023 14:50

i did think the twist was going to be you were surprised by a really postive experience in how you were treated. sadly not. I know it's not acceptable at all but I think at the moment the default is that people are not being treated very well at A&E. It's wrong that they have signs up saying no one can wait with you and then allow everyone to do just that. The signs might be a hangover from covid days and not apply anymore though so worth asking - it would be odd to ban this now. It's also terrible that no one in the waiting room came to help you, but the triage nurse absolutely should have been more compassionate and found you something - chair or crutch - without you having to ask. Unfortunately the squeeky wheel gets the grease though and you cannot expect people to look out for you. I had done my back in and needed to be with my DC at A&E during covid - he was still breastfeeding. Husband wasn't allowed to stay. I explained that I couldn't pick him up, run after him, etc and if was on my own I would need help with carrying him around and with positioning him for breastfeeding. They insisted my husband left then offered no help. It set back my progress and increased the number of osteopathy sessions I would have otherwise needed (which of course I was paying for privately). Whatsmore there was a family of 5 for one child also sat there who were apparently allowed to break the rules. I complained but it was a useless reply - I don't think I went through PALS. You should definitely complain though to PALS as it might make a difference for someone else. You could've done more damage by putting weight on your foot and they should have to comment on that and why they don't automatically provide assistance for people with foot or leg injuries. Shouldn't the nurse have realised this and as part of her role she should have been able to assess this and make sure your injury wasn't made worse? It's really terrible, but if (and let's hope not) there is a next time advocate loudly for yourself. If you have to say I cannot get up you're going to have to get me a wheelchair then so be it. You can't rely on anyone else doing it for you I'm afraid. Hope your foot is better now.

TheGirlFromTomorrow · 01/09/2023 14:50

DepartureLounge · 01/09/2023 14:39

The NHS is stuffed with very burned out, desensitised staff who are this close to just not turning up anymore, nowhere more so than in A&E, where they're also picking up the slack for myriad other failing services. I think you're being a bit precious in truth. You could certainly have asked for pain relief and perhaps also for help getting to minor injuries.

I'm a bit of a complainer by temperament. I take the view that nothing changes if you don't. But I'd let this one go if I were you. PALS are up to their eyes in cases where shortcomings in care led to poor clinical outcomes. You just feel that people weren't optimally kind to you, which is very different. Honestly, move on.

It's not a big ask to expect a nurse to acknowledge that you have difficulties with walking and you're clearly in a lot of pain. What's the point of a nurse who doesn't care that you're injured?