"There was very little I liked ..."

About: St George's Hospital (Tooting) (London)

(as the patient),

What I liked

There was very little I liked whilst using the A&E facilities of this hospital. The only good thing I can say is it was clean and compact with appropriate facilities nearby.

Oh and the person who took an x-ray of my shoulder was very pleasant. Other than that, I find it a struggle to compliment this A&E.

What could be improved

There are several things: 1) Triage - I had a head injury and was assessed initially by ambulance staff and then a nurse on arrival for approx 2 mins. Then told to wait. No updates on how long or whether I would require further treatment were given; 2) As I had no idea on when I would be seen (and I do appreciate there are far more urgent cases coming in every minute), when I sought information from reception staff, I was treated with zero respect and simply told to "sit and wait" several times; 3) When seen three hours later, I was sent to x-ray. No one escorted me and I was left to find it myself, get the results and walk back to the Dr for "treatment". I was told everything was fine and sent packing; and 4) No information on potential adverse reactions to the head injury was given for home. Nor was any pain-relief for shoulder which prompted the x-ray in the first place.

Some sort of clock or estimated time of wait would have helped but, as stated above, there are always other cases coming in which require more immediate attention.

Anything else?

Overall, I have 20 years experience of the NHS and have always championed its cause but this was singularly the worst experience I have had from rude reception staff to seemingly an uncaring doctor who looked as though he was waiting for his shift to finish.

Story from NHS Choices

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