"I found aspects of my care deeply concerning and distressing"

I am writing to share my experience following a recent visit to the A&E department at the Mater Hospital. I attended after a fainting episode, unaware at the time that I had sustained serious injuries, including fractures to both my tibia and fibula.

While I understand the A&E department was under significant pressure and the staff were working in a difficult environment, I found aspects of my care deeply concerning and distressing.

I waited over 9 hours in a corridor in a wheelchair without any structured triage, assessment, or pain management. Despite being in severe pain, I was only given cocodamol, which was wholly inadequate. No one examined my leg or attempted to elevate it or manage my discomfort, which added to my distress. During this time, I felt forgotten and invisible.

A particularly upsetting moment occurred when a healthcare assistant came to perform an ECG. I explained that I couldn’t move my leg, but they responded by sighing and rolling their eyes, making me feel like a burden rather than a patient in need. When I couldn’t remove my tights, they reacted similarly before cutting a hole in them. My husband tried to assist me in this moment of vulnerability but was repeatedly told to move away, further increasing our sense of helplessness and anxiety.

Another staff member—who did not identify themselves or speak to me—attempted to move my wheelchair roughly to allow a trolley past. The brakes were on, and the resulting jolt caused extreme pain. They then backed me into a door frame, again without a word, and repeated the jolt when putting the brakes back on. I was left crying in pain and completely ignored throughout.

Eventually, I was seen by a doctor who immediately recognised the seriousness of my condition and sent me for an X-ray. Once my fractures were confirmed, the care I received improved dramatically. The nursing staff were attentive and supportive, and I felt properly looked after until my transfer to the Royal for surgery.

While I am grateful for the care I eventually received, I feel it is important to highlight the initial lack of triage, poor pain management, and the dismissive and at times uncaring treatment that I experienced during the critical early hours. I hope this feedback can be used to help improve the experience of other patients, particularly those who are in pain, confused, and reliant on staff for support during vulnerable moments.

Thank you for taking the time to consider my experience. I would appreciate a response regarding how this feedback will be used and whether any improvements are being made as a result.