"Where is the respect dignity or professionalism"

About: Leicester Royal Infirmary

I attended the hospital with a known heart condition and chest pain. After an hour of waiting and the busy ucc waiting room barely moving my pain became more severe I asked the receptionist who was sat at the desk on their phone playing games if there was anything they could do the receptionist said they would pass it on. Almost an hour later nothing had happened. Whilst sitting there in pain I noticed the low level of professionalism as the security guards waltzed in to the busy waiting area promptly sat down and took out their phones ready to start there shifts one of which fell asleep for a good hour with no attempt of hiding. Considering they were in a place of work where people were becoming agitated and impatient watching staff sit on their phones or sleeping did not help. Eventually I was seen to with the help of a more helpful coworker after complaining for a third time. I was then sent through to the hustle and bustle of. A&e where there were barely any chairs let alone any privacy. I was given a full handover of each patient including presenting problem history and treatment plan. I couldn't believe the lack of privacy and the amount of confidential information in the air. I was moved through into the open area of a&e where. Once again the idea of privacy was a myth. Patients were in their beds in the middle of the room while staff were sliding them up and down the beds in full view of us all as there were no cubicles available (talk about dignity) I listened to my full handover given to the next nurse at the open spaced oval desk and was shown to an area of randomly placed chairs infront of a water fountain at this stage I was feeling down and upset and started to cry however I felt embarrassed as there was no private area for me to cry in. The abruptness of tired and fed up staff and the abundance of agency staff was evident that this was an unorganised and tired service and I felt sorry for the staff as well as the patients. I had been there since 12am I left at 8am I was starving tired and hoping to never have to return to this place again. What is the point in confidentiality if nothing is confidential I heard play by play dome very personal information about the patient sitting next to me due to the lack of privacy. It's not the first time I've been at the wrath of this a&e and I must say I would rather suffer at home then ever return here it's appalling.

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Response from Leicester Royal Infirmary

Dear reviewer,

We are very sorry to hear about your recent experience at Leicester Royal Infirmary. We would like to apologise for the lack of privacy you received at what must have been a difficult time for you. We would like to investigate further the concerns you have raised regarding confidentiality and the professionalism of the staff on duty. To help us do so could you please email your details (name, address, date of birth and hospital number) to lisa.lane@uhl-tr.nhs.uk.

Kind regards,

Lisa Lane

Deputy Head of Nursing Emergency & Speciality Medicine, Accident & Emergency

Leicester's Hospitals

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