"Worse experience faced of unprofessional doctor ..."

About: Queen Elizabeth Hospital (Greater London)

I went to the A&E department for the emergency treatment of my 5 years' old kid at 10:00 pm on 11/05/14. The receptionists and nurses were very nice, helpful and with friendly manner. Later we were called by a doctor, she was really very unprofessional and irresponsible and having lack of clinical experiences . She was not being friendly and rude to 5 years old child, even she did dare to say hello to the kid. She took the child's blood to send for the lab investigation but she even did not know that she need to give water flush after taking the blood and started hand-dressing without water flush where child was still crying and scared because of the pain. Then the male nurse working along with her asked her to take off the bandage and give the water flush first. Then she realised that she did the mistake. The story did not finish here, we waited for ages for the investigation results of the blood test. But later we found through the next doctor (One of her colleague) that she ran away after finishing her shift without giving handover to her. That's why we had to wait for a long otherwise we could go home earlier instead of waiting for ages. The second doctor (who was very nice, helpful and professional) apologised for previous doctor's behaviour towards us and started taking the history and done the final treatment with the medication and discharged us explaining everything the proper and polite manner. Later we were really impressed because of her proper patient technique.

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Response from Queen Elizabeth Hospital

Thank you for your feedback about a recent visit to our A & E Department and we would like to offer our apologies that your experience was less than satisfactory. We expect all our staff to keep patients informed of their treatment plan and results etc. and know that good communication has a key part to play in patients having a positive experience of our services. We are sorry that this did not happen on this occasion. We are pleased to read, however, that you were happy with the care and communication provided by the second doctor and that you left the department fully informed and happy with the outcome. We take all patient comments seriously, build on the positives and learn from the less positive, thereby, improving our patient care and experience. We discuss them in our clinical governance meetings and use them as case discussions in our teaching sessions for various grades of doctors and nurses. Thank you again for taking the time to feedback your experience. Should you want us to investigate your concerns formally, however, please contact our PALS team on 0208 836 4592. Dr. F. Ohanusi, Consultant in Emergency Medicine & Clinical Lead, A & E Department Queen Elizabeth Hospital

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