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A&E

Story from nhs.uk

"A&E"

About: Queen Alexandra Hospital / Accident and emergency

I visited the A&E department just a few days ago, and was very shocked and angry at the rudeness of the staff.

I was unsure of what my symptoms meant I had, therefore called 111 for their advice. They told me to visit QA Hospital within an hour, which I did. As soon as I got there, I was spoken to extremely rudely by the staff, and was told I shouldn't be there and that I was "one of those who waste their time". I only did what I was advised to do, which I explained to the person at the desk, in which they replied "you should know what's a GP matter and a hospital matter, shouldn't you?". Their attitude was absolutely disgusting and I am appalled at how they treat their pateients in this department.

I also witnessed, whilst there, another member of staff, speaking as rudely to another patient.

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Responses

Response from Marion Brown, Head of Patient Advice & Liaison Service (PALS) & Complaints, Portsmouth Hospitals NHS Trust 6 years ago
Marion Brown
Head of Patient Advice & Liaison Service (PALS) & Complaints,
Portsmouth Hospitals NHS Trust

Finding ways to improve our services from the people who use them.

Submitted on 22/09/2017 at 15:02
Published on Care Opinion at 15:07

I'm so sorry to hear about what happened when you came to the Emergency Department recently.

Although it is difficult for the Team when so patients present for things which they feel would have been better managed by a GP, it is not acceptable that you, or any other patient, were spoken to in this matter. I will certainly make sure that the Senior Management Team are made aware of your feedback to remind all staff that they should be respectful and supportive at all times to anyone who comes into the Department.

I hope the symptoms which were causing you concern have now settled.

Kind regards

Marion

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