"Visit to Eye Accident and Emergency (Eye Casualty)"

About: Leicester Royal Infirmary

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I was sent by my GP to the hospital as an emergency case, so totally understood that I would probably have to wait a long time. Though anxious and in some discomfort I patiently waited for hours to see the Doctor. The reception staff and nurse that dealt with me were very helpful and friendly. I was so pleased when finally my name was called and I could see the doctor as I was very concerned about my problem. However - the Doctor had the most shockingly unpleasant attitude to me as a patient. He was gruff, dismissive, and showed no compassion or empathy for me as a human being. No smile, no friendliness on any level - you would think that HE had been the one kept waiting for hours in discomfort! I understand that Doctors are busy but it is no excuse for being gruff, harsh and unsympathetic to their patients. When we are ill we can feel very vulnerable and to be shown no empathy whatsoever and not even the most basic politeness can make us feel awful - especially after hours of waiting. We are human beings and should be treated as such - with respect and kindness - and would it kill the doctor to greet his patient in a friendly manner - even a smile would be appreciated! But none of this was forthcoming from this gruff, blunt doctor. He came across as very uncaring, and this made a distressing day more unpleasant than it needed to be. I know the NHS is under pressure but basic politeness and empathy costs nothing - it does however make a massive difference to the patient.

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Response from Laura Mort, Communications Officer, University Hospitals of Leicester NHS Trust


Thank you for sharing your comments with us, we appreciate all feedback as it allows us to improve our services.

We are incredibly sorry to read about your recent experience and take the concerns you have raised about our staff very seriously. We would like the opportunity to look into this further. In order for us to do so, please email your full name and date of birth to our lead nurse for specialist surgery, Kerry.Pape@uhl-tr.nhs.uk

Kerry will personally look into your most recent admission to the eye casualty to investigate your concerns further and will feedback to you directly.

Kind regards

Laura Stannard

Communications Officer

Leicester's Hospitals

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Response from Leicester Royal Infirmary

Dear reviewer, Thank you for taking the time to review your experience at Leicester’s Hospitals. We realise some time has now passed since you posted your comment so we would like to sincerely apologise that we have not responded in a timely manner. We have since updated our process of responding to reviews and are committed to responding within 21 days. We have passed your comment onto the A&E department to improve our services, but if you have any further questions or concerns, please feel free to contact us on communications@uhl-tr.nhs.uk and we will ensure this is dealt with by the appropriate person. Best wishes Communications Team Leicester’s Hospitals

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