"Felt vulnerable and no info was provided"

About: Lister Hospital / General medicine

(as the patient),

I was referred by my GP as a precaution as I had swelling in one ankle/ lower leg and he wanted me to have a scan to check, he rang ahead and I was advised to go straight there.

In fact I spent five hours there where blood tests were taken and a junior doctor examined me and a scan was ordered for 3 days time. The first nurse I saw after over an hour and a half seemed so bored it was difficult to get any info about what would happen to me and I felt out of control, certainly the scan would not be today as that was not their system. I was told the blood tests she had taken would take at least 2 hours to get back and then I would see the Dr and possibly consultant but I could not leave the clinic as may have DVT, so lunch was not an option for me. I felt the nurse totally failed to communicate with me appearing very bored by it all, if I had had a DVT I would have hoped for a more sympathetic approach, I felt very alone and vulnerable with no info provided whatsoever!

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Response from Peter Gibson, Associate Director, Public Affairs, East and North Hertfordshire NHS Trust

Thank you for getting in touch and we're sorry that your experience of what sounds like the Lister's emergency department was not what we would have wanted.

Waiting longer than we would like in A&E is something that sometimes happens for patients whose condition is not immediately life-threatening, but that does not excuse people being kept informed about what is happening and why. We know that our A&E matron would like to follow this up with you so that we can tackle the problem.

If you're happy to do this, then just email us at generalenquiries.enh-tr@nhs.net and we'll take it from there for you. If nothing else, she can apologise on behalf of her team for any upset caused.

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