"Worst Experience Ever. Bad and ruder people!"

About: Queen's Hospital (Romford)

I just had the worst medical experience of my life. My eyes had been causing a real problem resulting in extreme headaches and fevers so went in to Queens Hospital A&E. Registered myself at 2.30pm giving the receptionist the symptoms I had and got told to wait for the nurse to call me in. At 3.30pm I was called in by the nurse and explained to her my situation and then she asked why I didn't go into the eye unit of the hospital. I responded by saying that I wasn’t aware of any eye unit but she still rudely persisted that I should of went but there was no point of going now since the unit closes at 3pm which I could of went to if either the receptionist told me or if I was seen to earlier. Yet she said she will get me seen to by the emergency doctor and told me to wait in another waiting room. Waited two hours for the doctor to tell me it was 'just a virus', it will heal after a week and not to worry too much of coming back to the doctors. He didn't prescribe me anything. Another week of pain and suffering went by and I finally went into the eye unit at Queens. Got there at 12pm to be greeted by a receptionist who had no idea what to do since her colleague was not at the desk to register people in for the eye doctor, so she told me to come back in an hour when her colleague should be back. I thought fair enough and left the waiting room half full of people who were already registered. Came back an hour later to find the waiting room now full! Surely this ‘colleague’ was not away from her desk for an hour but by the looks of it, it wasn’t more than 10 minutes by looking at the amount of people who got registered while I was gone. So not only did I waste one hour but was further down the queue than I should have been. Already annoyed that I was made to wait so long, I waited three hours for the doctor to call ‘Mr Rahman’, which is my name and a common Asian surname, but by the time I stood up another Asian person, with the same surname, stood up and went with the doctor instead giving me no time to react. I followed behind quickly but they already went into the doctor’s room so asked the assisting nurse if the doctor took the right Mr Rahman. After giving her my first name she checked through all the paperwork and she said it was fine. So I waited another one hour to be finally called in by the doctor. The doctor asked how old I was and I said 22 and he asked why the paperwork says I’m 45. Instantly I knew they got everything swapped around with the other Rahman and that I should have gone in earlier despite me checking if there was any mix up. But it didn’t end there! When the doctor had a look at my eye and instantly asked why I have been neglecting my eye for so long since it had a serious inflammation at an advanced stage that I should have come in earlier!!! I told him his colleague from A&E told me not to worry about anything and now you’re telling me this. He prescribed me an ointment and three different eye drops! it got that serious!

Story from NHS Choices

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Response from Queen's Hospital

Thank you for your comment on NHS Choices. I am very concerned about the experience you had at Queen’s Hospital. I am concerned that our staff were rude to you, this is not acceptable. I am also concerned about your experience waiting to see a doctor in A&E. To be able to need to investigate this further, I need more information. Please contact me through our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely Flo Panel-Coates Chief Nurse

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