"Uncaring, service at Countess of Chester Hospital"

About: Countess Of Chester Hospital

I spent 8 hours in A&E waiting to be seen for chronic pain in my face. I had my own strong painkillers but they weren't working. After an initial triage by the Streaming Nurse I was seen by another senior nurse who agreed my symptoms were alarming. I then sat and waited 4.5 hours to be seen by an apparent junior doctor who was clueless. I was told that I had an "abscess - probably" and she tried to persuade me to go home and wait at least 4 days for another appointment. I pointed out I had already been to the dentist and I could not stand the excruciating pain for a minute longer. She had little idea and spent 20 minutes calling a consultant. I had to argue with her to get a simple xray. In the end after she claimed it was just "sensitive teeth" I was told I couldn't have any painkillers from the hospital and should "self medicate". I left disgusted at the dreadful attitude of some of the staff. The Streaming Nurse saw me regularly over the 8 hours as she kept walking past and showed not the slightest interest in me. Staff are untrained in basic patient service and some fail to show any sympathy or concern. The Countess is devoid of compassion in A&E. I have been told by my dentist that I have trigeminal neuralgia - one of the worst types of nerve pain.

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Responses

Response from Countess Of Chester Hospital

Dear Mr Marsden We are sorry you feel you had a negative experience in our Emergency Department. We take all patient feedback very seriously and therefore we will use your comments to see what we could do to improve our service. Please be assured that your comments have been shared with our staff in our Emergency Department. Please feel free to contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any improvements we have made as a result of your comments. The Patient Experience Team

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