"Never again"

About: University College Hospital / Accident and emergency

Have tried to remain open-minded about UCLH, but enough is enough. Arrived at an empty A&E -- but took reception 10 minutes to put me in computer system. When brought in to see intake nurse, they were in training and I kept hearing their supervisor correct what the nurse was telling me. The nurse decided I should go to urgent care for what appeared to be a broken foot [I couldn't walk]. They paged a wheelchair 3x -- after 45 minutes, the same nurse *laughed* and suggested i walk across the hospital. So I did..... At urgent care there was no one at reception/the desk. When I finally got seen -- after hopping around to try to find anyone that worked there, the doctor was lovely and told me my foot was definitely broken. Definitely. The nurse said they would put a boot on my foot... 45 minutes later I inquired if the boot was coming and was told they couldn't find a boot anywhere so I would be getting a plaster cast... I asked if I could go to another hospital/doctor/anywhere to get a boot. Was released [ushered out] with zero instructions on follow-up care, what I could/couldnt do, instructions, anything..... wanted to chalk that experience up to a series of bad luck until I showed up for my appointment at Fracture Clinic. It was a disaster from start to finish - they were running 2hrs45mins behind on appointments. The nurses were apologetic but not in a position to do anything about the delays. The consultant left to get lunch [or something?] When I finally got brought in to be seen [at 2hr15 mark] all I could hear was a consultant loudly complaining about the backlog and how they didnt want to see patients from the consultant who left, how we werent their problem... And so on. A different doctor came to see me about 20mins after that and didnt introduce them-self and started barking questions about where my x-rays were [how should I know?] until I asked the nurse to find their supervisor. The registrar who ultimately saw me was lovely... But a rare bright spot followed up by several hospital staff being brusque/unhelpful. Really, really disappointing.

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Response from University College Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about your recent experience in our Emergency Department.

If you would like to discuss this further please contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042.quoting Ref: 1154

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