"Terrible service, appalling treatment, very..."

About: Hemel Hempstead Hospital

What could be improved

Although I had an appointment due to it being an emergency I was left waiting for over an hour. During my waiting time I became very faint and dizzy in which I was offered half a cup of water 'to the girl with a sore throat'.

I was finally seen at 1am. When the nurse finally saw me, she was exceptionally abrupt and rude towards me. She was no help, didn't listen to me and blamed my well being on myself. Did not offer support or any compassion until I actually started to cry. And when I hyperventilated and could not breath her exact words were "You don't need to breath that fast."

I am actually utterly appalled and disgusted at how I was seen to and treated. And I am very tempted to make a personal complaint now that I am better.

Story from NHS Choices

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Response from Hemel Hempstead Hospital

Thank you for taking the trouble to comment through our NHS Choices service. You’re clearly very unhappy about the experience you had at Hemel Hempstead’s Urgent Care Centre and issues of this nature are taken very seriously. We are always concerned to hear of any patients who are unhappy with the care and service they have received.

Without full details of your specific case it is difficult to comment. But the importance of a wholly positive patient experience is one of our key objectives, and the issue of communication between our staff and patients is a fundamental area we’re working hard to improve in.

We know that our senior clinical colleagues will want to investigate this thoroughly on your behalf, so we can look into what went wrong for you and why.

Therefore if you are willing to do so, please contact us directly through the Trust’s Complaints Team at wherts-tr.complaintsteam@nhs.net . We will aim to thoroughly investigate these issues promptly, and provide you with a detailed response.

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