"Lack of consideration by professionals"

About: Leicester Royal Infirmary

On January the 13th 2014 I visited the accident and emergency department with light bleeding and cramps - during early pregnancy. I was greeted by a young lady behind reception who dealt with my matter efficiently and I was seen to within minutes. I was then taken into a consultation room at the back end of the department by a nurse. The room was open plan that was partitioned with three curtains. I was lead into the middle section where the nurse performed observations and urine sample. The nurse that dealt with me was lovely and very professional. However, whilst receiving my treatment there was three other professionals sitting in the bay behind me. At the time I was very tearful and distressed as it was apparent I was suffering a miscarriage. Through out the whole of my visit I could hear the three members of staff laughing and joking. It was clear one of these professionals was a doctor. The nurse dealing with me appeared to be embarrassing and led me to a seperate waiting room. I was appalled at the lack of consideration that was displayed. I couldn't understand why the staff were taking their breaks in patient consultation rooms. I would like to mention that young doctor that dealt with me after was very kind and professional. However I was very disappointed that I had to wait 3 whole days for an ultra sound scan.

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Response from Leicester Royal Infirmary

Dear Abi First of all, may I say our thoughts are with you. I do not know the outcome of your scan but either way I can imagine the last few months have been difficult. I would also like to apologise for the inappropriate behaviour you were exposed to. You are absolutely right - patients can and should expect a professional caring compassionate environment when they come to our Emergency Department. We are actively working on this and I will share what happened to you in our ongoing training program. While certainly not an excuse, sometimes staff can share a joke inappropriately in a clinical area as a means of defusing high levels of tension. Again doesn't justify it - I simply share this so you know our clinical staff would not intentionally or knowingly choose to be inconsiderate. I am glad that you felt the receptionist, nurse and doctor who looked after you were efficient, professional and kind. I am sorry you had to wait for your scan. This isn't something I have direct control over but I can ask the relevant department to write back to you. If you would like us to look into this – or anything else – please send further details to our Patient Information and Liaison Service (PILS). There are a variety ways of doing this: Web form: http://www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/ Free phone line: 08081 788337 Fax: 0116 258 8661 Email: pils@uhl-tr.nhs.uk Post: Patient Information and Liaison Service The Firs C/O Glenfield Hospital Groby Road Leicester LE3 9QP Once again, our thoughts are with you. Thank you for sharing your concerns - I will ensure they are shared within the team. Yours sincerely Pro Mukherjee Consultant in Emergency Medicine University Hospitals of Leicester

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