"Triage staff very distressing and unwilling to..."

About: University Hospital Aintree

I had visited the a&e unit of the hospital today with severe pain in my throat and swollen glands. The triage nurse told me that nobody would help me today even if i waited and i should go to my gp another day p, even though i had said i have seen the walk in doctor twice and i know i am getting worse. She said i shouldn't have gone to a&e as i wasn't suffering from an accident or an emergency and wanted me to go to the shop and buy over the counter pain medicine. I was really upset and said i would feel much more comfortable if a doctor could just look at me and check me and after asking so many times she finally gave in and said i could see a go but not as an emergency and he would not help me. I was so distressed as the pain was so bad and my medicine i had been taking wasn't making me any better. I saw the doctor and he was so lovely. He immediately made me feel at ease and said i came to the right place if i am suffering so much pain and not to let the nurses argue with me. To be honest, i am quite a quiet person and i felt quite humiliated and intimidated by the nurse and her colleague. He checked me and changed my medicine and really took into consideration what i had tried previously and explained why he was prescribing what he did. I left the hospital feeling much more at ease thanks to that doctor and he apologised for the triage staff which made me feel like i wasn't being so unreasonable to want to see the doctor and he had understood my feelings as a person and not just a number. It turns out i may have an abscess forming on my neck due to an infection and i am booked into aintree tomorrow to see the ent clinic and i am hoping they can help me further. I have taken the medicine the doctor prescribed to me today and i am so relieved the pain has subsided. For this i am so grateful as i felt totally unwell and helpless and now i can at least think and function as pain is not now on the forefront of my mind constantly. I would suggest triage staff should be more sympathetic to patients as we are all different and i completely appreciate how busy it is for them but i think being put at ease is half the battle, especially when you feel so unwell.

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Response from University Hospital Aintree

Dear Angela, We're very sorry to hear that you aren't happy about your experience in A&E. If you wish to take this further, our Customer Service team can help. You can contact them by emailing customerservice@aintree.nhs.uk, by calling 0151 529 3287/2400 or by writing to: Customer Services department Aintree University Hospital NHS Foundation Trust Lower Lane Liverpool L9 7AL Thank you.

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