Share review of Llanfrechfa Grange Hospital

Llanfrechfa Grange Hospital 2022-03-27 Person 1 5 0

I took an elderly relative with dementia to a&e at The Grange after they suffered a bad injury. We were called in surprisingly quickly, but my relative was put in a cubicle and forgotten about for several hours. Staff kept going past, and some even came into the cubicle to get things, and completely ignored us. During this wait, a shift handover took place, and the personal, confidential medical details of everyone in a&e at the time were discussed openly and loudly for everyone to hear {during this handover several of the staff looked utterly disinterested and did nothing but fiddle with their to mobile phones, and pay very little attention to what was being said}. I eventually spoke to a member of staff as my relative had clearly been forgotten, and was in pain, and was getting very agitated. The member of staff was instantly defensive, rude and aggressive, and told me "in case you hadn't noticed, we're very busy!". The member of staff did eventually get the appropriate person to the cubicle, but not without a lot of extremely bad and unnecessary attitude. My relative was treated and sent from a&e with just a prescription for painkillers, and no care plan, which I have since discovered should have been put in an place. Not a pleasant experience: the specialist doctor was brilliant, when he eventually arrived, but the a&e staff were not in any way caring, and didn't even speak to (let alone assess) my relative, who was clearly agitated, in pain and injured, for several hours. When I spoke to a member of ward staff, I encountered a horrible defensive, aggressive attitude which was completely unnecessary and inappropriate, no matter how busy they were. There was a serious breach of patient confidentiality during handover, and utter disrespect by some members of staff who did nothing but fiddle with their phone during this handover. Appreciated, this isa busy, high pressure ward, but I was appalled the experience. There is very much that needs improvement.