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"Felt we were not a priority"

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

(as a service user),

Attended A&E with suspected fracture. Significant pain and swelling evident and apparent. 

Staff at reception very rude and unprofessional. Gave the impression that we were not a priority and that they didn’t really want to be there. No welcome or hello just told I’ll be with you in a minute, wait there. Partner then advised you need to get out Covid means you can’t come in. 

Seen by several members of the medical team and comments voiced such as that doesn’t look good. Taken for X-ray and told no fracture and just ice it. Overheard staff referring to previous admissions in an unprofessional manner not relevant or appropriate for new admission. 

Receptionist observed behaving to colleague in what I found to be a disrespectful and unprofessional manner. 

Left department wishing I had attended an alternative hospital. No emphasis at all on implementing trust values or embracing NHS models of care towards patient. Lack of empathy, compassion and professional behaviours.

More about:

Responses

Response from George Eliot Hospital NHS Trust last week
We are preparing to make a change
Submitted on 08/06/2021 at 13:41
Published on Care Opinion at 14:26


Thank you for taking the time to tell us about your experience. I'm so sorry that you found the staff to be rude and unprofessional, it sounds like your experience falls very much below the standards we expect.

How are you now? Would you be happy to get in touch with me via our Patient Advice and Liaison Service (PALS)? pals@geh.nhs.uk

Please ask them to forward your email to me (Becky) so I can get in touch to find out more. In the mean time I will share your feedback with the matron and manager of the A&E to discuss with the staff.

Once again, I'm sorry for your poor experience.

Best wishes

Becky, Patient Experience Manager

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