"The difference between a nurse and a doctor at A&E "

About: Yeovil District Hospital / Accident and emergency

(as a parent/guardian),

I was seen by fantastic, caring male nurse at A&E this week. He listened, treated us with dignity and respect while still responsive to the busyness of his department.

After some two/three hours wait (which we accepted as reasonable and we understand that some patients need to be prioritised) we were seen by a doctor.

Oh what a difference - seen by a doctor who did not introduce themselves by name or role, stood with their arms crossed throughout consultation and behaved in a totally disabling manner. They presented a demeanor of being disinterested, arrogant and generally rude (perhaps shown most clearly by them ignoring us at the end of the consultation when my daughter and I said "goodbye" and thanked them for their time).

If this is the presentation in a doctor who can only be fairly recently trained, what hope is there for patients who may struggle to tell their stories (especially when unwell)?

It is worth, with respect, them bringing back to their cognitive recall the fact that illness brings with it felt vulnerability - we felt we were treated like naughty children.

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Response from Alison Male, Deputy Patient Experience Manager, Yeovil District Hospital NHS Foundation Trust

Dear Oia

Thank you for your feedback about your recent experience at Yeovil District Hospital NHS Foundation Trust.

It is pleasing to hear about the 'fantastic,caring male nurse' who treated you with dignity and respect, however I am sorry to hear of the contrasting behaviour and attitude of the doctor when you were at your most vulnerable. Your feedback will be shared with the senior managers to ensure that it is used to improve the experience of our patients in the future.

The Trust strongly supports the principles of iCARE around Communication, Attitude, Respect & Environment and takes all feedback very seriously.

If you would like to discuss your experience in more detail please contact Ali Male, Patient Advice & Liaison Service (PALS) Officer on 01935 384706.

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Response from Yeovil District Hospital

We would like to apologise for this late response and for the unsatisfactory attendance in our Emergency Department. Our complaints Manager Linda Hann would like to personally deal with your complaint. Perhaps you could telephone her on 01935385216

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