"I visited A&E. The reception ..."

About: Queen's Medical Centre

(as the patient),

What I liked

I visited A&E. The reception staff were very efficient, and I was seen by a nurse within 5 minuites (although the seated waiting area was very quiet, which probably helped). As a symptom was chest pain, I was taken to resus straight away, where the staff were efficient, reassuring and courteous. My condition was not serious, and was actually a severe panic attack. The doctor was very kind, understanding and treated me with respect. He offered me advice, and took time to explain what had happened to me, which was very reassuring. I didn't need much help from the nurses, but when they did speak / examine me, they were mostly courteous.

What could be improved

One of the nurses in the cubicle area was quite abrupt, and seemed dismissive of 'someone who didn't have anything wrong with him'. The nurse wasn't negligent, but made me feel as though I didn't deserve to be there. The doctor did specifically point out though, that I did the right thing in getting checked out, given I was having chest pain.

Anything else?

When the doctor ordered a second EGC for me, I did overhear a nurse, who was stood right outside my cubicle, question why he thought it necacary, given 'it was only in his head'. Although this didn't really upset me personally, it's not the kind of thing a patient needs to hear.

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Response from Queen's Medical Centre

Thank you for your kind comments regarding our emergency department team. We will certainly pass on your feedback to the team concerned.

You have highlighted some areas of concern that do need to be addressed. Please could you contact our Complaints Team on 0800 183 0204 so we can investigate this immediately.

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