Basildon Hospital

I brought my son into the emergency care mental health unit and there is a particular member of staff who let's all the rest of them down. Whilst carrying out the assessments he is incredibly rude, confrontational and disrespectful. My son has bpd and can get particularly agitated, when describing his symptoms he replied that his suicidal and homicidal thoughts 'weren't his problem' and when asked for a particular medication (as my son knows its helps) was told - 'dont tell me what you need, I'll tell you!' He then suggested we come back another day when he was calmer. My son was literally asking for help as bpd can effect the regulation of his moods and he was saying he couldnt get any help until he was calm - so I'm not sure how he expected this to help him. He then said he would have an assessment to get seen by literally anyone else and we got passed on to a fabulous nurse - who listened, carried out the assessment without judgement and was extremely helpful. Id think that perhaps the nurses reaction was just us, but two other patients (there were only 4 of us in the waiting room) also came out and were saying they couldnt believe how unbelievably rude he was and had no comprehension of how to deal with people in a vulnerable state. He actually seemed to antagonise them, which is so shocking when these people are begging for help.

I ARRIVED YESTERDAY [ 21/10/2025] AT BASILDON HOSPITAL [A&E DEPARTMENT] DURING THE EARLY AFTERNOON . THE WHOLE AREA WAS EXTREMELY BUSY AND I WAS EXPECTING A VERY LONG WAIT TO BE INTERVIEWED BY A DOCTOR. HOWEVER , THIS WAS NOT WHAT I EXPERIENCED. I WAS INTERVIEWED FAIRLY QUICKLY , FOLLOWED BY THOROUGH X-RAYS AND TWO MORE INTERVIEWS WITH A DOCTOR -- I WAS DIAGNOSED WITH MY MEDICAL PROBLEM , INFORMED OF THE SITUATION AND WAS INFORMED THAT MY HEALTH PROBLEMS WOULD BE RELAYED TO MY GP. I COULD NOT HAVE BEEN ATTENDED MORE EFFICIANTLY IN A PRIVATE HOSPITAL --- CONGRATULATIONS AND APPRECIATION TO BASILDON A&E

Elderly Patient Neglected and Inappropriately Discharged from Florence Nightingale Ward, a Designated ‘Care of the Elderly’ Ward, Basildon Hospital. I have today lodged an additional formal complaint over what can only be described as “serious neglect and wholly unacceptable care” given to my 93-year-old father with multiple serious health conditions, including Chronic Obstructive Pulmonary Disease, Parkinson’s Disease, and Heart Failure. My father, who is currently entirely dependent on others for his basic needs, was repeatedly left in distressing and unsafe situations during his admission to the Florence Nightingale Ward, a Designated ‘Care of the Elderly’ Ward at Basildon Hospital. Key Issues 1. My father was left in soiled condition for at least 45 minutes During my visit on Thursday 7th August 2025, I along with my wife, elderly mother and brother discovered my father lying in a large pool of urine from the waist to the chest. He had already been in this condition for over 20 minutes before the visit and remained so for a further 25 minutes before staff intervened. This was despite his room being directly opposite a ward display board promoting best practice concerning tissue viability and pressure sore prevention. My father has developed a severe pressure sore during his hospital stay. 2. Refusal and delay in basic hygiene care After immediately raising my concern at the nurses station where there were numerous nursing staff standing or sitting, a nurse eventually arrived, and she brought only clean bedding and clothing, with no washing materials. When I questioned this, she replied that my father had already been washed earlier in the morning and left without assisting further exclaiming “it’s too much!” Care was eventually provided by healthcare assistants after a significant delay. 3. Equipment placed out of reach My extremely frail father reported that his urine bottle had been placed out of his reach, leading to the initial incident of bed-wetting. 4. Inappropriate discharge planning My father’s belongings were already packed into plastic bags on the end of his urine-soaked bed and he was told he was being discharged without consultation with my mother as his next of kin, or any other family member. This occurred despite a failed discharge attempt days earlier (leading to his readmission actioned by the Community Nurse in attendance) and my father’s inability to stand or support himself during an observed occupational therapy assessment. 5. Distressing comparison with attention to animals My brother also reported seeing a goat in the hospital car park the same day, believed to be visiting another ward regularly and receiving nursing staff attention, fussing and feeding it. While not objecting to kindness toward animals, I am astonished and distressed that such compassion was not shown toward my elderly father, a retired NHS nurse who had once worked at the same hospital. 6. Breach of care standards These incidents breach multiple care regulations, including the duty to provide person-centred care, dignity and respect, safe care and treatment, and adequate hydration and nutrition to my father, unlike the goat! 7. Subsequent developments Following my initial complaint, my father was fitted with a urinary sheath and catheter bag, and moved from the side room into the main ward. Today, just days later, he was discharged without the knowledge of my mother, or any family member that this was happening. The urinary sheath had been removed and not replaced or supplied, and there was no referral to a continence specialist for information, advice or guidance concerning care. He is ‘red-raw and bleeding’ in his genital area on discharge. As my father was being wheeled from his bed he heard the Florence Nightingale Ward staff instruct the ambulance transport staff to “take him home and, if no one’s present, to return him to hospital.” My father was sent home naked, wearing only a hospital gown and blanket around him, in shared transport with other patients, without the opportunity for us to bring clothes because no one was notified that he was being discharged. Upon arrival home, my father was left in a chair with only my elderly mother to initially care for him. My parents made a distressed video call to me shortly afterward resulting in my Additional Serious Complaint with regard to Continued Neglect and Inappropriate Discharge concerning my father by Florence Nightingale Ward Nursing and Medical Staff at Basildon Hospital. Evidence provided by me to the Patient Advice and Liaison Service (PALS) includes: • Photographs showing my father in soiled bedding with a urine bottle out of reach • Photographs of the hospital’s own pressure sore prevention display opposite the my father side room • Images taken via video call on the day of discharge My requested actions are for: • Full investigation into the neglect and discharge decisions • Assurance that such incidents will not be repeated • Formal written response within NHS complaint procedure timelines I await a response!

After 2 ambulances being called, and then waiting for hours just to be seen in A&E, I was met with such dismissiveness it was awful! As much as I appreciate the challenges of being a healthcare professional and how certain behaviours will not be tolerated, I cannot accept how careless the nurse was when inserting my cannula during my admittance. I was not notified that this would be done and only made aware once the cannula was in. All I was told is that she’d be taking bloods and she asked if that was ok which I consented to. I was under the impression that she would be taking bloods in the traditional way and that's it. Getting bloods drawn and getting a cannula put in are two completely different things. She and another nurse were conversing over me about taking break whilst the assigned nurse was trying to find a vein. The needle was inserted without prior warning (the usual ”sharp scratch”was never uttered) but rather the nurses continued chatting to each other as if I was not even there. I was in grave pain when the needle was pushed in so carelessly, more pain than I've ever been, and I screamed out to express this. In my exacerbation, I let out an expletive. My language was inexcusable, but the nurse did not follow usual protocol; advise me that a cannula would be inserted, get my consent to insert a cannula or warn me before inserting it. If these simple steps were followed this could have preempted an unfortunate interaction from ensuing. The nurse pushed the needle in with no due diligence and when I screamed out in pain, she continued without any care. Instead of apologising or letting me know what she was doing she got angry that I swore and palmed me onto somebody else before storming off. This was not the first time I have had a cannula put in so I know what to expect and when properly prepared I do not scream out in pain. It was the first time, however, that I was treated with such a lack of care or consideration. This has really upset me. I get health care professionals do not need to put up with foul language but equally do patients need to put up with subpar care? As a result of my outburst, it did feel like the subsequent care I received was diminished from other clinical staff. This is neither professional or acceptable but spiteful and unfair. I ended up discharging myself because I did not feel safe or cared for.

Absolutely awful experience in A&E but then I was looked after very well in AMU West. I collapsed on the Saturday and was lying down unable to move for a long time, but recovered 2 hours later before an ambulance could arrive so my wife cancelled the ambulance. On the Sunday I attended an out of hours appointment at midday in outpatients to investigate, but I felt lightheaded during examination when told to breathe deeply and I needed to lie down for a while. After being very unsteady I was told the doctor was concerned and didn't want to send me home so he was ordering blood tests in A&E. As there was no wheel chair available I was made to walk, getting more unsteady the further I walked. I sat briefly in A&E but was called into triage so had to stand and walk again, I said I was having trouble and then I collapsed before I could make it to a chair. I couldn't control my muscles and felt like I was falling asleep, barely hung onto consciousness. I was told to stand up repeatedly as they couldn't check me on the floor. I was told they were calling security to throw me out if I didn't get up. Eventually they attached an ecg, told me my heart was fine so nothing was wrong with me so I needed to stand up or I would be thrown out. I tried to move but could barely do anything except crawl a few paces before getting close to unconsciousness again. Security arrived and were also telling me there was nothing wrong with me. I tried to tell them but it was difficult to talk and noone seemed willing to believe me. Eventually I think they pulled me up into a wheelchair or bed, but i could still hear them talking to me very sternly and made me feel awful. I cried several times with the way I was made to feel and when I was able to talk i got very out of breath trying to tell them what was wrong. There was no understanding or sympathy and I heard some of the staff telling others that "he put himself on the floor" and others mentioned mental health. The whole experience was terrifying. When I eventually recovered a little and saw some doctors they were more understanding than the staff I had dealt with in triage. When I got transferred to a ward on Sunday evening I had good experiences with the staff, everyone on AMU West was excellent. I was on the ward for 3 nights and dealt with many different staff from cleaners and catering through to HCA, nurses and consultants. Very thorough. Possible cause identified to follow up with my GP. Outpatients not having a wheelchair for someone who felt faint and had collapsed the day before was a disaster, and making me walk round to A&E when I felt faint rather than sitting me down to wait for a wheelchair to be sourced was totally the wrong call if no-one was going to advocate for me in A&E when they acted like they did. The outpatients doctor made a thorough examination and had a history of events but none of this seemed to translate to A&E. Staff in A&E especially triage need better training so they can deal with situations like mine. For ages they told me they couldn't check me while I was on the floor. Then just because a heart check was fine doesn't mean I didn't have another problem and certainly they shouldn't assume I'm pretending and treat me rudely. Security staff were also extremely rude. It took a long time and lots of unpleasant interaction with the staff before anyone was willing to move me themselves. All in all.... Outpatients 5/10 A&E (triage) 1/10 AMU West 9/10

I went to Basildon Hospital A&E on doctors advice after suffering a disorientation and fall at home. I was seen initially by an a assessment nurse and then a doctor. I was given all the tests including ECG. It was finally assessed that it was a medication issue and i returned home. From start to finish only 3 hours. Amazing care and service.

I have had to visit Basildon Hospital a few times recently and on each occasion, the staff, nurses and Doctors could not have been nicer or more helpful. Thank you!

I would just like to take a moment to express my heartfelt thanks to the doctors, nurses, and all the staff at Basildon Pediatric A&E for everything they did for my daughter and granddaughter over the past 24 hours. Everyone was incredibly professional, compassionate, and attentive to the children’s needs during what was a very stressful time. Your dedication and care made all the difference, and we are truly grateful.

Highly recommend, Basildon made my journey easy from start to finish

great care very happy with service