"Suffer agony waiting over five hours"

About: Frimley Park Hospital (Frimley)

I feel service was absolutely appalling in A& E department. I have been paying N.I contributions for nearly thirty three years and I was absolutely shocked and disgusted by the appalling treatment or lack of treatment. I saw the nurse after 30 minutes and presented my symptoms as severe pain in lower back and right hip pain radiating down my right leg, also my previous painkillers I took made my asthma worse and I had shortness of breath and difficulty breathing. I also had a pain in my chest which got worse when I cough which was of concern. The nurse told me I would be seen shortly by A&E Doctor. Despite waiting over three hours and asking receptionist about my chest pain and difficulty breathing, they were totally disinterested and refused to let me see the nurse to review my condition or escalate me being seen by a doctor more promptly. When I finally saw a doctor after waiting over 3.5 hours I was told to get changed into gown so they could examine me, but then disappeared for one hour. I did try and raise concern with nurse about doctor, as I was rather concerned with the one hour absence perhaps a meal break. I must have been in severe agony now for 4.5 hours when the doctor finally sent me for x ray. As soon as I came back the nurse told me doctor was happy with x ray and I can go home now with painkillers. I did complain, I am in severe pain and did not feel fit to be discharged and yet no diagnosis was made for myself. I think it is incredibly rude and obnoxious for your doctor not to discuss my x ray with me, but just told me nothing is fractured so I need to go away. The nurse told me I would have ecg for chest pain and blood tests and further investigations to ascertain what is wrong with me, yet this doctor refused to do anything. I insisted I need strong painkiller as I was in agony. After 5.5 hours of suffering in pain I finally received some pain relief. Doctor promised me they would refer me to pain management clinic but I have not received any invitation yet. I asked the doctor if symptoms get worse should I come back, and I was told I should not come back as they would do nothing for me. Doctor told me if I come back I would be wasting my time as they would not try to diagnose the problem, but if I wait many hours they will give more painkillers and tell me to leave. I feel your doctors behaviour was appalling. The doctor did not discuss the x ray with me or try to diagnose what is wrong with me, or do any further tests explaining in detail the results. Doctor has duty of care for me and I really feel this doctor has no customer service skills or integrity. The doctor seems to be completely useless and did not care about my medical condition but arrogently discharged myself. The doctor should have made a diagnosis or admitted myself for further investigations and then discharged me once problem diagnosed and treated.

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Response from Frimley Park Hospital

Dear Mr Choudry Thank you for giving us your feedback. We are very sorry that you felt let down by staff in the A&E department. We would like the opportunity to look into the matter further if your could contact us directly to provide more details. Please email or call our Patient Advice and Liaison Service (PALS) on palsusers@fhft.nhs.uk, 01276 526530.

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