"Very very poor and most upsetting"

About: Lincoln County Hospital

I visited A and E, following advice from NHS direct - the non 999 phone line. Whilst on the phone they told me what they thought the problem may have been, which was very upsetting. When I got there the doctor who dealt with me was incredibly rude and spoke to me like a child, it was very clear she thought I was wasting her time! She took some blood tests and when the results came back told me there was nothing wrong and to see my GP if I had any further issues. The nurse who was dealing with me was very bad mannered too and even complained about me asking her a question, saying she felt like a gofer! I had told both the doctor and the nurse what the man on the telephone had suggested the problem may be, when they were asking me about the situation and the nurse smirked at me and, with a very mocking tone, told me that it wouldn't be the problem, certainly not by now. I was made to feel so embarrassed, small, ridiculed, hurt and frustrated, certainly not what the posters on the wall stated that the hospital was striving for - in fact the very opposite. I went to see my gp the next day, after a very uncomfortable night, and was referred to hospital in Grimsby, where it was discovered that the man on the phone was in fact correct and I needed an operation, which was carried out the next day. These two staff members, who I will not call professionals, were wrong. I accept that everyone gets things wrong sometimes and mistakes will be made, but what a horrible, neglectful pair of women. I appreciate times are hard and services are stretched, but I really don't think patients should be treated so badly. It really was most unkind and they made an already awful situation, absolutely terrible. I hope I never have to return to Lincoln Hospital again.

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Response from United Lincolnshire Hospitals NHS Trust

I would like to apologise for the poor experience you received on your visit to A&E. If you would like me to investigate this further with the staff involved I would be happy to do so but will need your details. These need to be sent to Karen.Hansord@ulh.nhs.uk.

Karen Hansord

Senior Sister

Accident and Emergency Department