"Shocking! Spoken to Rudely in Urgent Care, Sour..."

About: Burnley General Hospital

Took daughter to Urgent Care after being strongly advised to by an emergency dentist. Basically a wisdom tooth coming through, infection has set in and spread to roof of mouth, bottom jaw and down her throat, affecting her airways. She had suffered for three days with the pain, taking painkillers which did nothing, no food and could barely open her mouth. The dentist took one look and was shocked immediately advising her to go to casualty. I took her straight down as I was extremely worried. The lady on reception was lovely, however when it came to see the 1st consulting doctor/nurse I was appalled at his stinking attitude. I tried talking for her as she was in so much agony, explaining what was wrong and he immediately said, "I want to her it from her." She tried to explain best she could. His exact word were, "What's point in coming here there's nothing we can do." He didn't smile once, he was stern and down right rude! I was absolutely shocked, supposed to be a caring environment, I don't think so! He then took some notes and told us to wait in the waiting room stating "We are busy you'll be waiting a while. This made me feel we had no right being there. I didn't care how long we had to wait as long as she got some help. I'd seen her in tears and in agony for three days. After a while we were called in by a doctor, he had similar attitude 'Why come here?" We explained what the dentist had said and he just looked at us like we were making it up. He then looked in her mouth and his attitude changed slightly. Telling her to take the antibiotics, take a couple of days off work and come back in 48 hrs if no better. It's put my daughter off that hospital for life. He looked quite shocked when he looked in her mouth but up until then I believe he thought we were just there for the fun of it just like the first miserable person we saw. I work in care and believe me I would have no job if I acted or treated people the way we were treated. A smile wouldn't go a miss now and then or at least don't be so rude. And we are expected to support NHS staff when they are striking because of low pay! Do your job with a caring attitude and you might get some support from the public.

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Response from Burnley General Hospital

Dear Anonymous Many thanks for your feedback on your experience of our Urgent Care Centre at Burnley General Hospital, and thank-you for taking the time to do so. I will make sure your concerns about communication and staff attitude are passed onto the team and I am very sorry to hear that you and your daughter's recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care. I have been in contact with the acting Matron Julie Kay for the area and she would be more than happy to talk to you about your concerns- if you would like to speak to her she can be reached on 01282 803366. If you would prefer to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or email me on wendy.stobbs@elht.nhs.uk. Or if you prefer you can discuss further any concerns you may have about our services with our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. Many thanks for taking the time to comment and I hope your daughter is recovering Wendy Stobbs, Patient Experience Facilitator

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