"Uncaring and indifferent attitude of doctors in..."

About: University College Hospital

What I liked

Efficient and kind reception staff. Nurses also caring and efficient.

What could be improved

Poor interactive skills of examining doctors, who seemed lacking in basic caring and kindness towards my pain, shock and discomfort, following an accidental injury. The Accident and Emergency Department was not busy at the time with many doctors standing around laughing and joking and empty clinical rooms in sight. One of the consultant doctors examined me and discussed my injury in an open corridor in front of other patients, instead of taking the time to walk the extra distance into one of the clinical rooms to examine me.

Anything else?

The government takes patient feedback very seriously. There are several previous negative comments on this patient feedback site about the uncaring attitude of doctors in the UCH accident and emergency department. THis is very concerning and I would like to suggest that management respond to this patient feedback by monitoring the problem. Customer service training given to doctors in this department, might be useful!

I also notice that patient feedback about staff working in Kings College Hospital Accident and Emergncy Service,which is apparently much busier than UCH, is much more positive.

Story from NHS Choices

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Response from University College Hospital

I am sorry to read that not all aspects of your patient experience in our department were satisfactory. Please be reassured that we do monitor both comments and complaints received in relation to the Emergency Department and look at the themes that arise from these as well as agreeing actions to take forward. I would like to investigate these concerns if you are happy to provide further details via our PALS service on 020 3447 3042 or by email to pals@uclh.nhs.uk

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