"Professional, thorough and empathic"

I was seen in the A&E dept recently on a Friday evening for severe pain after calling nhs 111.

The hospital was accessible and the parking in the multi storey, for my partner, who dropped me off and then went to park was excellent with good lifts and lighting. The front reception staff were unwelcoming and distracted but they were obviously busy and tired. The nurse who initially took observations was prompt and professional but not reassuring nor kind.

There was a long wait which is entirely understandable. The two screens, one emitting music the other TV news channel were loud and confusing as both were sounding at once in a relatively small area. The chairs as I was in pain were extremely uncomfortable.

The toilets were extremely dirty (one wasn't working and was closed so there was only the disabled toilet for women to use).There was no toilet paper in this disabled toilet for some time.The vending machine in the waiting area in A& E only made coffee and hot chocolate.

This all sounds a little negative given the title of this review.

However, once examined and seen by a very professional doctor, my experience changed completely,for which I am very grateful.

The medical doctor treated me with dignity and respect and extreme thoroughness. We were taken to a private room. My partner was allowed in. The experience was reassuring and blood and urine tests were taken promptly and the results came back quickly. While we waited for these we were offered a cup of tea by a pleasant member of staff. The doctor I saw took time to look up my medical notes, explained things very clearly and allowed us to ask any questions or raise concerns. She was very understanding, empathic and warm, yet professional. She was thorough. When this particular medical member of staff was unsure she consulted her senior immediately. She came back when she said she would and kept us informed regularly throughout. She gave excellent advice and explained what to do as a treatment path to follow going forward.

When I was discharged, the process seemed to get a bit muddled. I was told to wait in a room where another patient was being treated with an intravenous and it was only when my partner asked nursing staff what was going on that the nurse seemed confused and did not know that she had my notes and then just said we could leave.

In all I cannot fault the medical care and the jumio doctor that I saw. The way we were treated was professional and caring at all times. The cleanliness and the uncaring attitude of other staff needs improving, perhaps due to being overworked, understaffed and under-resourced. This would help improve what is a frightening experience for most people.