"Treatment in emergency"

Recently, my grandparent was BIBA to the Sale ED from their nursing home. They had been quite unwell for a week after a fall and was in considerable pain and quite confused, their mobility had decreased, and they needed assistance with almost everything.

From us getting to the ED to be with my grandparent, we felt were treated like c**p by the Nurse that was assigned to them, who I felt was rude, dismissive and rolled their eyes more times than I could count, as well as the Dr, who was wearing no identification and did not introduce themself at all during our fleeting conversation where they stood there staring at me like I was being an inconvenience to them and then didn't come near us for the rest of our time there.

We left after an hour to swap out with other siblings and while we were gone my sibling received a phone call to say that my grandparent was ready for discharge and could we come and get them. My sibling stated that they weren't comfortable doing that as our grandparent's mobility was terrible and my sibling wasn't sure if we would be able to get them in the car. To which we were told they would organise NEPT for my grandparent.

A while later, the hospital again called my sibling and the Nurse on the phone was, in my opinion, quite rude, stating that they were confused as to why we wouldn't pick our grandparent up and wanted to know what the issue was. My sibling again told the nurse that they didn't think we would be able to get my grandparent in the car as their mobility was terrible due to being sick.

I recall the Nurse told us that there was no NEPT available so we would have to come and get my grandparent and that their nurse had stated that they were ambulating fine. On arrival, we spoke to the ward clerk to be let in and the ward clerk actually cheered that we were there to collect my grandparent...I'm still not sure why they thought that was appropriate!

We were taken through to my grandparent, they were sitting in a chair with a borrowed 4WF and we were expected to walk them out to the car. My sibling asked if we could have a wheelchair, one was brought to us and we then spent the next 5 or so minutes trying to get our very confused grandparent to stand up and transfer to the wheelchair - all while the Nurse was saying that the nurse that was assigned to them said they were ambulating fine!

I told the Nurse just how horrible we had been treated while we were there earlier, just so that they were aware. We were told that my grandparent was fine, nothing found in the tests they had done except something minor and since having a GP review have found out that there was infact things wrong and now I'm wondering if CGHS just didn't want to deal with it because they were seemingly busy and needed the bed? Very disappointed in the care received and will be very hesitant to return.