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"Treatment remedy"

About: Ealing Hospital / Accident and emergency

(as a service user),

Empty A&E 24hr GP service Ealing hospital, the nurse tells me go to your doctor surgery, as they have a backlog and are at capacity. I replied that it's empty outside in the waiting room, as it was 7am and I had just spent an hour travelling there, now they want to spend half a day running around to go somewhere.

After arguing with me they said ok wait in the seating area. After waiting for about 20mins, the GP calls me in, I tell them I have serious allergic reaction, food contamination or overdose. Doctor replied that it doesn’t matter, the body heals itself, go to pharmacy.

Then same nurse appeared, both staff members gave me verbal abuse, made low comments about me, who knows what’s written on NHS system notes about me.

Then as I am about to leave, the GP slammed a feedback sheet in front of me asking me to tell them how they are doing. Fantastic one for memory this visit, and last visit to NHS.

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Responses

Response from London North West University Healthcare NHS Trust 9 months ago
London North West University Healthcare NHS Trust
Submitted on 24/09/2024 at 13:08
Published on Care Opinion at 13:08


Dear Service User,

Thank you for taking the time to leave your feedback. To continue to improve our services its important we hear from patients who haven't had a positive experience with us in order to learn and change.

I passed on your feedback to The Service Manager at Ealing Urgent Treatment Centre who has shared the following words - I am sorry to hear of her experience and will definitely take the feedback to the team. However, verbal abuse is an unacceptable behaviour, and I will want to raise that with the GP and the nurse. I understand it is an anonymous platform and hence respect her privacy.

I therefore would like to ask you to contact our patient relations department to further investigate your case if you feel comfortable doing so. You can find the contact details on our website at www.lnwh.nhs.uk/complaints/

Thank you once again,

Kind Regards,

Emma Calnan - Patient Experience Officer

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