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"I am upset for the way you treated me"

About: George Eliot Hospital - Acute Services / Accident and emergency

(as a service user),

I attended the walk in centre after being booked an appointment via 111. I had severe abdominal pain. The OOH practitioner told me they were a qualified doctor. This turned out to not be true. I wouldn't have minded what professional they belonged to however they informed me they were a doctor without prompt.

They assessed me and asked me to sit outside in my car. I waited a long time in severe pain and the practitioner telephoned me to say that I could go home and they would arrange for an ultrasound scan at some point I would receive a letter in the post. Obviously unhappy with this due to extreme pain I went into the A&E. I have a complex history and by this point was vomiting. 

The receptionist was rude on arrival as I had been sick before getting to the desk. She scorned me like a naughty child. I waited quietly in an empty room to be seen. 

I was seen initially by a young doctor. He was kind and sympathetic, took bloods and arranged an xray. I recently had treatment for a condition and I was concerned about a very serious side effect. I waited for hours in a room without pain relief. I cried the entire time and I have never been in so much pain. The xray was done incorrectly so I went for another. Another doctor came to see me, he prescribed antibiotics, iv fluids and pain relief. He assured me that I wouldn't go home in pain. 

I heard the nurses arguing with this doctor and tell him they thought I was faking my pain. The Dr disagreed but ultimately the nurse told him I would be discharged. 

At 2am a nurse told me to leave. I had been dropped off at the hospital and my husband sent home. I was still in excruciating pain. Embarrassed by the ordeal I went home. 

In the night I became so unwell I lost consciousness. I was taken to another hospital and received quality care for a very serious condition. Your hospital A&E almost cost me my life. 

I'm not upset that you missed the clinical problem, I am upset for the way you treated me. I only asked to be treated kindly and for you to help resolve my pain. Instead I was mocked and belittled. Your senior nurse spoke to me like I wasn't human and this concerns me. I have written to the department but didn't receive a reply. 

Responses

Response from Becky Millward, Patient Experience Manager, George Eliot Hospital NHS Trust 2 weeks ago
We are preparing to make a change
Becky Millward
Patient Experience Manager,
George Eliot Hospital NHS Trust
Submitted on 07/01/2021 at 16:49
Published on Care Opinion at 17:04


Thank you for taking the time to get in touch. I'm so sorry to read about your experience and that you weren't treated with kindness - I would like to look into this as soon as possible.

Please can you contact our Patient Advice and Liaison Service (PALS) via email PALS@geh.nhs.uk or via telephone on 024 7686 5550 (we can call you straight back). We would like to find out more so that we can investigate and ensure it doesn't happen again.

Thank you

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