"One condescending doctor and other student??"

About: Peterborough City Hospital

I went to A&E today, Bank Holiday Monday, with a suspected broken toe after walking into a heavy wooden chair leg. While I am aware this is not serious nevertheless I was in pain and could hardly stand let alone walk. I had my small child with me too. We waited 2.5 hours, which I was kind of expecting (perhaps not quite so long!) as more serious/vulnerable cases are usually prioritised, so that was fine. However while waiting I noticed one doctor being quite condescending and rude to a middle aged man in full earshot of the whole waiting room, I think the man had simply enquired how long it might be until he was seen and he'd been there over 2.5 hours. This female doctor was very rude and snappy to him and I felt it was completely unnecessary ; it was clear she either did not want to be there or was on some sort of power trip! I think we all felt for the man, who was clearly taken aback. The doctor came out a couple more times and was impatient and unfriendly. When finally I was called through I saw this doctor too. I felt she had a poor manner, seemed quite unsympathetic and curt with me, and made feel quite uncomfortable, making a comment about not having had any slippers on when I damaged my toe. I was X rayed and then told to wait again. Another 30 minutes passed by which time my child had had enough and was tired and hungry. I approached the minor injuries desk and a doctor said she'd look at the X-ray, she was very nice but seemed to be training as she had to consult others about my X ray. Finally she brought a rather rude bossy nurse to strap my toe. I waited for her to come back as she said she'd get me some analgesics and I heard the nurse say to her "what does she want now?" then she told me I'd have to buy some from the shop (at 7pm on bank holiday Monday). I can't drive now or walk! I was given no information about how I would be contacted to attend the fracture clinic, I had to ask the desk on my way out. I realise staff are overworked but I'd expect doctors and nurses to be a little more approachable and have better people skills really. The area I was seen in was grubby too considering the hospital us relatively new. I'd suggest going to the City Care Centre unless you have a real emergency!

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Response from Annette Parker, Care Quality Strategic Support Manager, Care Quality, Peterborough and Stamford Hospitals NHS Foundation Trust

Thank you for writing in about your experience. I will ensure that Matron is made aware of the issues which you raise. You are quite right to say that despite how busy any one is there is no excuse for rudeness. I am sure he will also look at the way patients are sent home from the Emergency Department including medicines and information given. I'm afraid that waiting times can vary and you are right to highlight that all cases are prioritised. The hospital does suggest alternative services for the public to use to reduce waiting times but the Emergency Department appears to remain the service of choice.

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