"My Visit to A&E"

About: Pilgrim Hospital / Accident and emergency

(as the patient),

Went into Pilgrim Hospital, Boston, to the Out of Hours Doctor. Went up to window where it say to check in, but there was nobody sat there. There were 3 people down the other end of the reception chating away, who had seen us walk up to the other window, but didn't acknowledge us at all. So we thought we should ring the bell, and were sarcastically told that there's no need to ring the bell! Having done reception work myself for many years, 2 years of which were in a hospice, I know that this is definitely not the right way to talk to patients. Maybe I could get a job there, and show them the right way to talk to patients?

The waiting time was too long. I was told within the first 10-15mins of being there by the on-call practitioner that I would need an X-ray, but when I was later called through, the nurse there just did a blood test and took my blood pressure, and then sent me back out to the waiting room saying the results would be back within the hour. A couple of hours later I was finally seen by one of the emergency doctors, who then told me again I needed an X-ray, so off I went for that. When I came back I was just sat in a wheelchair in the middle of the A&E department trying to let somebody know I had had my X-ray, and finally the consultant saw me and went to look at my X-ray on the computer and explained the problem. Now I know the doctors are really busy there, and I totally understand that, they do such a brilliant job, but it really isn't very professional of the doctor to be yawning (and I mean big wide mouthed yawn), most of the time he is dealing with you, and not even an apology. I do know they work long hours but to me, that really isn't the done thing.

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Response from Sarah Ashurst, subscriber services manager, Care Opinion

picture of Sarah Ashurst

Dear Tinkerbelly

I am one of the team who run Patient Opinion. I am responding to you to let you know that we made a mistake when we published your feedback which meant we didn't alert the right hospital trust (United Lincolnshire Hospitals NHS Trust) to your comments when they first went online.

We have now rectified the problem and have alerted United Lincolnshire Hospitals NHS Trust today.

I am very sorry for this delay.

With best wishes,


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Response from United Lincolnshire Hospitals NHS Trust

Dear Tinkerbelly,

Thank you so much for sharing your feedback on your visit to Pilgrim Hospital.

I was dismayed to read your comments; the behaviours you experienced are not what we expect from staff of the Trust, and for that I hope you will accept my apologies.

I would like to be able to speak with the team members involved, both reception staff and clinical staff, to remind them of the values they should be showing to our patients, but to do this I will need some more information from you.

If you would be prepared to contact me, Sister Ashmore on 01205 445480, or by e-mail at patient.experience@ulh.nhs.uk, we can take details of your date and time of attendance, which will allow us to identify the staff involved.

It is important that we receive feedback from our patients, both good and bad,. Thank you for taking the time to bring this to our attention and, once again, please accept my apologies that your experience of Pilgrim Hospital was not as good as it should have been.

Sister Ashmore, Sister, A&E Department, Pilgrim Hospital

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