"Over staffed and not knowing what to do"

About: St Mary's Hospital

I visited st. Mary's on a Friday evening, there was a very helpful receptionist, took a seat waited 10 mins quick time. That's when we witnessed the staff running the place.. A nurse turned up and couldn't even get my title or name right he then showed us to a consultation room and then said bluntly " what's the problem"he didn't introduce himself. He Kept huffing as if it was a big effort to take my temperature. He then said I have some paper work to do and that a doctor would be along shortly.. I think he meant 50 mins later a doctor turned up. I explained I had a wisdom tooth out and was in server pain, and that I had a dry socket. He looked at me up and Down and said "well to be honest I don't know much about the mouth, your better off going to a dentist" I said could it be possible to have antibiotics as I could sense there was an infection and that the pain was worsening by the hour ,He said no and that I should fight the infection off myself". I broke down in tears and calmly trying to beg something for the pain and he wounded off saying Il get someone to get something for you. Another nurse came and gave me a paracetamol, something that I had already taken before I went up there. She then went on and explained why I couldn't have any antibiotics basically saying the same thing as the doctor. They sent me away and the next day I went to my local g.p. I explained what had happened to my g.p and he was astonished. He couldn't believe they wouldn't give me any anti inflammatory tablets or antibiotics. But what shocked him the most was that he didn't attempt to even look in my mouth. My g.p. issued me with antibiotics after looking in my mouth saying yes you have an infection, and should be kept an eye on. ( thank heavens I have a good G.P who knows their job) I havent been many to this hospital over the years properly 5 times in 15 years.. Every occasion they have been brilliant and outstanding.. However I must admit you hear these story's in the media but never thought I would be treated like a second class citizen. NHS beyond a joke ... Too many people up there not knowing what to do and when to do it... I would hate to be up there when it's busy.. I just hope know one goes through the pain I did that evening..

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Response from St Mary's Hospital

I was sorry to read of your negative experience during your visit to the Emergency Department, and that it fell well below the standard that we would expect. Your comments have been shared with the Emergency Department Team, to ensure that lessons are learnt, however without your details we can not look into this further. I would encourage you to contact the Quality Team at St Mary's who can facilitate the opportunity for you to feedback and discuss this experience directly with the Department Manager. As a Trust we are keen to ensure that we learn lessons from all feedback, and would like to thank you for taking the time to provide us with this valuable feedback which will help us to improve services in the future.

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