"Disappointed with service we received"

About: West Middlesex University Hospital

Very disappointed about our visit to the hospitals a&e department today. We went as my 2 year old daughter who previously last week was rushed to the hospital by ambulance, for having convulsions and an infection where she was unconscious for 25 minutes. Today however after having a raging temp yesterday, showed up a rash covering her face, neck, ears and stomach along with her left eye becoming swollen. We understood once arriving that it was busy. The receptionist told me it looked like a 'viral rash' so it wasn't anything to worry about but would get someone to check anyway. However, 2 hours we had still not been seen. Even though all the children before us, and who came in after us as well as various adults had all been seen. I politely asked reception how long it would be as my daughter was starting to get hot and clearly bothered. Still baring in mind she is only 2 years old with an obvious rash, we were told we had to wait another half hour!!! Furious we sat back down to patiently wait. When low and behold within 1 minute we were called in. Coincidence?? Then to be told by the doctor that she had an allergic reaction to the antibiotics she was previously given after her convulsions (penicillin) as she had never had antibiotics before therefore were not aware of any allergies. Therefore after the service we received and how we were made to wait for over 2 hours and initially told by someone at reception that it looked like a 'viral rash' and to not worry... to then be told it's an allergic reaction has deeply upset me.

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Response from West Middlesex University Hospital

We would like to apologise for your experiences at our hospital. It is most likely that you were seen in the Hounslow Urgent Care Centre, based at the front of our accident and emergency department. Although the Hounslow Urgent Care Centre is located in our hospital it is actually run by a separate organisation. Your comments have been passed on to them and they are keen to investigate your issues so that they can provide you with a detailed response. Please get in touch via their PALS team on freephone 0800 953 0363 or email: pals@hrch.nhs.uk

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