"My experience in A&E"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency

(as the patient),

I am a young carer and was on a holiday

I got out of the car which was hard and I went into reception. Staff were so cheery and asked my details.

I then had to wait 30 minutes for triage nurse to come. The triage comforted me.

He was nice and sympathetic. He even came back when I was getting my X-ray and asked if I was ok. He checked both my legs in A&E. I was then put back to wait again for one more hour. They gave me an ice pack and the nurse came and felt all the parts of my leg.

The nurse said I needed an x-ray. I waited another 30 minutes. I got to x-ray and was waiting 30 minutes. The x-ray doctor made me straighten my leg. I said I couldn’t. The doctor said well you will just need to try. This doctor wasn’t as caring as the triage.

I got put back in the waiting room. A woman then came back for us and explained I'd ripped the cartilage. She explained this well and said I would have to go to Dundee A&E to get it looked at again as that’s where I'm from.

Everyone was nice apart from the X-ray doctor. It would have been nicer if the doctor was gentler when I was in that state.

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Response from Customer Relations and Feedback Team, NHS Lothian

Dear star1

I am so sorry to hear about your leg. However, I am very pleased to hear that overall your experience of staff at the hospital was good. I am also sorry that you had a bit of a wait for all of your treatment and found one of the doctors not to be as understanding and caring as you found the other staff to be. We would hope all of our staff were understanding and caring towards all patients and I can only apologise that you did not find this particular doctor to behave in that way.

I do hope you are now making a good recovery at home and thank you very much for taking the time to provide us with this feedback..

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