"The staff were extremely professional"

My elderly father was brought to Wishaw A&E by ambulance late at night and was taken to a small side ward where there were only 3 other patients. The nurse was very efficient and welcoming and soon sorted dad out, explaining that there was a bit of a wait to be seen by a doctor but dad would be seen as soon as possible.

We were there for about 30 mins when I could hear one of the other patients shouting and swearing. I looked over and could see the nurse and a doctor speaking to a patient who was throwing their arms about. The doctor was explaining to the patient that they could be discharged but the language the doctor was met with was absolutely disgusting and the nurse was telling the patient to stop swearing and to remember the other patients. 

This continued for a while and the nurse left to get something- I admire the doctor for his calmness under extreme abuse. The nurse returned with clothing for the patient and the patient threw them at her, swearing and threatening her. She remained professional and tried to urge the patient to calm down- the patient reared up out of the bed and made their way towards the toilet which was across from where we were.

The nurse followed the patient and when the patient saw dad they started shouting. Dad has Dementia and laughed out loud, which seemed to anger this person- to my shock the nurse (who was  really small) got in between dad's trolley and this person and put her arms out. The patient went to the toilet, still swearing away. 

The nurse profusely apologised for this and offered to pull the curtain across (I explained that Dad hates this) before ushering this individual back to his cubicle. A short time later, 2 Security staff arrived and I have to say that I was very relieved. They were very professional and took no nonsense from this person. Their language continued to be disgusting as they continued to shout at the doctor and the nurse.

The patient was eventually made to leave after being threatened with the Police. I asked the nurse her name (Katherine) and the doctor's name (Ryan) and sympathised that they had to deal with that. The nurse  continued to apologise to me for having to witness that behaviour (dad was oblivious thankfully) and we had a lovely chat.

Dad was seen about 40 minutes later and was to be admitted for treatment. I was very reluctant to leave him (it was now about 2am) after witnessing the previous incident, but the nurse came over and assured me that she would be looking after Dad until 7.30am and he would be absolutely fine with her; she urged me to go home and get some rest and provided me with a direct number to contact the nurses station at any time. She also arranged for Dad to be moved from the trolley to a bed so he could get some sleep.

On the way out, I asked the reception staff who I should contact regarding the incident I witnessed and they provided me with details, assuring me that the hospital managers would see it. I sincerely hope that they do as they should be aware of what the A&E staff are dealing with. I was very worried at one point that the patient would be violent and actually looked about for an emergency alarm.

I appreciate that every person has a right to access A&E, but no staff or patient should ever be worried about their safety. The staff present were extremely professional and repeatedly tried to defuse the situation, but it seemed like the patient was beyond reasoning with. I left the hospital quite shocked, but assured that my Dad was in safe hands- thankfully, apart from Dementia, Dad is quite well usually so this event was a real eye opener for me. 

I ask anyone attending A&E to be respectful of staff doing an extremely difficult job and to be mindful of other patients who do not want to be subjected to foul language. To hospital managers, I hope you appreciate the job the doctors and nurses are actually doing every day- the nurse and doctor involved in this incident were extremely able, professional and compassionate and deserve to know how much they are appreciated.