"Mixed experience"

I came in the late evening on a Sunday night with chest pains after a fall. I was happy to see there reception area was quiet. There was a sign showing where to queue, but there was no one waiting, so I walked up to the reception area. There were 3 receptionists, none of whom would look at me. I stood in front of each one for a while thinking someone would acknowledge me, but was completely ignored. It was a very surreal situation, as there was none else there and it was very quiet. I went back and stood near the 1st reception. Eventually, without looking up, they snapped, "read the sign, wait to be called".

Slightly shocked, I retraced my steps a little and waited, wondering if I was in the right place. I looked around for a sign, but there wasn't one. A screen asked me to go back to the reception, where I spoke to someone about my concerns. they weren't angry, like the previous person, but they were cold and distant. I was told to wait to see a doctor. I sat down in reception and wondered whether I had any other options. I was already worried about my chest pains, but now also anxious about being in such a hostile environment. Could I go anywhere else? Should I leave and try and see a GP during the week? I decided to wait.

I spotted the sign, telling patients to wait to be called. It was precariously placed on the rope between two barriers, and was more vertical than horizontal, meaning you'd have to be lying down on the floor to read it, or even notice it.

A man came in covered in blood. He was being helped by a stranger. He was in huge pain, and said he'd been stabbed. The stranger helped him towards the reception area. The staff looked disinterested. The helper asked them what he should do, and the male receptionist, unconcerned, beckoned towards a wheelchair near where I was sitting. I immediately got up to help, fetching the chair for the patient, and we helped him into it while I kept the chair steady.

A doctor called my name, and I went into a side room for assessment. I gathered my things and entered the room, bracing myself for more hostility. Remarkably, the doctor was friendly and reassuring. They said I was right to come, and hurried me to the nurse, who was also a nice friendly. The doctor was keen that the nurse should see me before they both finished their shifts.

After a short wait I saw another doctor. Again, they were professional and courteous. I was sent for an X-ray, and told I would be called once they had seen it. After the X-ray, I rejoined the waiting room, and waited. An hour went by, then another hour. People came, were treated and left. After 4 hours, I decided to approach reception to see if all was in order.

Again the silent treatment, but this time I just started speaking, politely explaining it had been several hours since the X-ray. The receptionist told me the doctor had gone home, but there was nothing wrong with me, and I could go home too. Was I hearing this right?

Apparently the doctor had told them to tell me this, which they were now doing. Surely its not the receptionists job to casually pass on messages from doctor to patient? And even if it was, why hadn't they come to tell me?

I asked if they had any more details. Any doctors notes I could read? I couldn't just trust a vague message from an indifferent receptionist. They said they didn't, and if I wanted to know any details, I'd have to book a new appointment. I said of course I want to know the details. They then spent a long time doing something on the computer, and I wondered whether they were booking the appointment, or getting on with something else. I was then sent back to the waiting room.

A nurse called my name quite quickly, and took me to a room. Like most of the medical staff, the nurse was professional and asked a lot of preliminary questions. I asked if they knew I'd already been assessed? They didn't. They thought I'd just arrived, as no-one had explained anything to them. I told them about the bizarre situation, where the doctor had gone home, and a random message left with the receptionist. They understood completely, and did everything they could to help. What a relief. The nurse found the doctor's notes and did their best to explain what they thought the doctor was trying to say. It seemed that the X-ray was ok, but we agreed I should book an appointment with my GP to go over it and try and work out what the situation was.

Overall, an awful experience with the reception - unconcerned, unprofessional and unorganised. Though the health staff all seemed professional and polite. I will try and avoid ever coming back here.