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16th November 2021


Arrived at SGH, A & E at approximately 10.30a.m ish? on Monday 25th October 2021, with extreme stomach and abdominal pain, wait for an ambulance was going to be up to 6 hours, so managed to arrive by my own transport, firstly the reception very bad mannered, showed no interest, just abruptly said "sit down ", I was unable to sit due to the pain, also, again abruptly said to my husband "you can't sit or wait", a lady followed me in with her elderly mother? in a wheelchair asking about parking, the receptionist didn't even look up or acknowledge her, she asked again, same response, nothing, the lady looked at me, shrugged her shoulders and left, I was appalled! I was called into treatment area, I was in assessment area 1, with a large blue chair, 'old' dry blood stains down the side of the chair and on the floor, where blood must have dripped from a previous patient! The attitude, of whom I believe to be the Senior Nurse in charge, again appalling, speaking aggressively to other staff, e.g " that's not how we do things here " etc, to doctors/staff that appeared to be her senior but couldn't say for sure? Also, a nurse who appeared to be a junior, again not sure, had obviously been sent to get some copies of a document, was told very abruptly, by this same nurse, not on this machine, poor girl was just left wondering what to do?, fortunately another nurse logged onto a computer and sorted things, there was then a dispute on the telephone with the reception desk, the nurse saying send patients to another area and the receptionist stating she had been told to send patients to this area and the receptionist finished by saying "I have no idea what to do ". During my approximate 4 hour stay I was twice prescribed pain killers, they never arrived! Good job it wasn't medication that I urgently required! I did say to the nurse who had prescribed them, when I was discharged, was she aware that she was giving instructions to members of her team and they were not being carried out, I pointed out that I felt this was ' Serious Cause for Concern', I expected her to be shocked/appalled but she didn't seem to be too concerned, I did try to point out that to have staff not following instructions in any setting is serious but in a medical situation it was cause for alarm, as the consequences, could be fatal, still didn't appear overly bothered, just said "do you want some now?" My reply "No, I have some at home" I genuinely could not believe her reaction! The atmosphere amongst staff definitely did not appear relaxed and they certainly didn't appear to be working as a Team!

Suggested improvements
What is required is a great deal of staff training! A long, hard look at basic organisational skills definitely required, I just sat watching and the everyday basic running, that applies to any big 'Organisation' didn't appear to exist. No excuse for poor cleanliness at all and especially during these difficult times, or let's be honest at any time! I appreciate how stretched and stressful the NHS is at present but during my visit it simply came over as disorganised and a bit of a 'not bothered ' attitude, hence no pain killers received! I accept the tests done were required, blood tests, chest X - Ray and ECG but I was surprised they didn't include more attention to my stomach and abdomen, the only attention given to these areas was an examination, nothing else yet this was reason I was in Scunthorpe A & E. Serious staff training throughout required plus total re organisation, this is what the NHS needs because until this is addressed throwing money at the NHS is a total waste of time.

Experience
Dignity/Respect
Involvement
Information
Cleanliness
Staff