"I am deeply shocked by your service!"

About: Newham General Hospital

As an international patient, I cannot believe that in the UK, in London you get such a bad service. You know why I am shocked? because I am from Romania and I thought my country's hospital service is bad, but I take that back now. Here, it's unbelievably worse. I do understand that my case was not as urgent as others, but when a patient is in deep pain, you can't just ignore them. After calling 111 several times and after they have refused to send an ambulance because I only had a urinary infection, I dragged myself to the hospital crying all the way. My infection was bad, with blood clots and I was screaming in pain each time I used the toilet and I could barely move. Anyway, I understand I was not dying so I did go by myself there. I arrived there crying and in pain. I have been sent to one of the rooms, bed 14 and I have stood there crying my eyes out for 40 minutes. I finally got out and asked if someone would come to my room and the nurse seemed surprised and asked: "Oh..no one was sent to your room?"... Well..obviously not, but no one cares if a patient wanders the corridor crying and waiting for someone to come. They managed to send someone, but after taking a blood sample and giving me a jar for urine sample, they disappeared and I never saw them again. So I found myself again wandering in the hallway to ask what to do with my jar because it was ready to get tested. I could barely get anyone's attention. Basically everyone just assigns patients to someone else, so several nurses came in and out, none of them knowing details about my condition or the process of my test results. I was finally consulted by a doctor who told me they would go out and consult with a colleague and get back to me. This doctor never came back. Only after 2 hours to send me home. So as they never came back to tell me what is happening with my case, I kept asking other people what was going on and finally someone told me I had been passed on to urology and waiting for their tests to come back. So in the end, after 4 hours of confusion and pain, the doctor came with a pack of antibiotics and told me that yeah... I have an infection, which was obvious from the beginning but anyways... and to take those antibiotics for 7 days. When I asked what type of antibiotics they are giving me they looked at me and asked : "Are you hooked on something!?!?" and shocked me with that question because I just wanted to know what I am taking. I found their reaction disrespectful. The doctor left and told me to go home and come back in a month to investigate my kidneys and that was it. I was left there for another long period of time and I didn't leave cause I had a cannula in my vein. At that moment I just thought: "Well if they need the bed someone will come, otherwise, no chance". The lack of communication between people in the staff is unacceptable and the way you treat patients like they are objects that don't need to know what is being done to them is awful. I am deeply disappointed

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Response from Newham General Hospital

I am sorry to read of your experience in our A&E department. Could I please urge you to contact me directly to discuss what occurred so I can take steps to identify the staff involved and ensure this does not occur again. I can be contacted via email at paul.smith3@bartshealth.nhs.uk Kind regards Paul Smith, Matron Barts Health NHS Trust

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