"A&E poor service"

About: Hull Royal Infirmary

I visited the a&e dept at hull royal infirmary on 20/11/14 after previously going to my go 3 days before with severe pain in my left ankle ,as I had not had an injury to cause this I was worried where the pain was coming from.firstly when I arrived I went to the receptionist to book in and was told "no not here use the self book in screen " which is fair enough however after spending what seems like 10 mins filling in the screen it told me at the end to go to the reception as an error had occurred ? This also happend to at least the next 4 patients the receptionist told me that I had been booked in and to take a seat .I was then called into one of the rooms to be assessed by someone who asked what I had come for so explained my reason for the visit and that I had previously been to my go but had failed to improve she then examined me very roughly causing me to call out in pain on numerous occasions and finally she said and I quote these words 'you do not fit the criteria you should not be here you should be at your gps'. I told her I had already been there and they said if it did not improve I may need to go to the hospital which I had she then said and this is the main reason for my complaint "I can tell you have come with an agenda and you want an x Ray which I am not going to give you as you do not fit the criteria". this I find truly unacceptable as all I wanted was to know why I was in so much pain and and why it did not seem to be improving at this point I said to the person I'm sorry but I do not have an agenda and I'm sorry I've wasted your time as that is obviously what you believe she then started to apologise and say that I had got the wrong end of the stick which I hadnt. I am very proud of our national health service and have always worked and paid my dues and understand that many people may go to hospital with things that they deem unappropriate however I should not have to be made to feel the way she made me feel.at the end of the day without patients she would be out of a job one which I doubt she deserves as I have been dealt with many times over the years by some outstanding people it such a shame that people like her have to give them a bad show.

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Response from Hull Royal Infirmary

Dear Lee, Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . or contact the patient experience team on (01482) 675189 where we would be more than happy to help. If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, The Patient Experience Team Hull and East Yorkshire Hospitals NHS Trust.

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