"Appointment made by 111 service"

About: Lincolnshire Community Health Services NHS Trust NHS 111

(as the patient),

I had surgery for trigger finger at a local medical centre that went brilliantly with no complaints. Then during the night after the surgery the dressing became uncomfortable and during the following day it became unbearable so I rang the 111 service hoping they would tell me what I could do to help myself but as I'm diabetic they told me I had to be seen and I was given an appointment at Pilgrim Hospital Boston, Lincs. The appointment was for 8. 50 and my neighbour and I arrived a little early to book in.

First the receptionist was extremely rude and simply said I'd got the wrong appointment, I told her that wasn't my fault and could they see me. I was told to take a seat. There was just one other person waiting and they were called in quite soon after I arrived.

I was then called into the out of hours part and seen by so young man who said he didn't think they could help me as they didn't have any dressings? I was taken back to the same receptionist to book in for A&E and told to yet again take a seat. A few others came in and were waiting with appointment too. Them someone who came in after I'd got there was called in and I had to ask 'when I was going to be called'. Soon was the answer.

Eventually I was called in by an extremely abrupt nurse(I think) she asked a couple of questions and I informed her I was diabetic. Then she said I'll take you to a cubicle with a passing comment 'there's a long wait'.

I sat in the cubicle for nearly an hour dying of thirst and seeing nobody. Then I got up as I had to have a drink and found a water fountain just around the corner and was able to see the nursing staff just standing around chatting and a couple of doctors(? ) on computers at the nurses station. After going out to get another drink and finding them still all in the same position I made up my mind to just leave. Which I did.

Terrible first visit to any hospital in this area for me having moved from Surrey where I'd had brilliant hospital experiences at both St Peters Chertsey and Ashford hospital Middlesex. A big disappointment that doesn't give me any confidence in the NHS in this area.

I've been very upset by all of this at the lack of care, communication and the rudeness of the staff. Very sad.

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Response from Sharon Kidd, Patient Experience and Engagement Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust

picture of Sharon Kidd


Firstly so sorry for the lengthy time to respond to your posting.

After reading your account of your bad experience, it is apparent that you attended the Out of Hours Service which has a physical location within the A&E department at Pilgrim but this service is managed by Lincolnshire Community Healthcare Trust. I have therefore alerted their communications team so they will be able to provide you with a response.



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