"A&E bad experience, poor communication and lack..."

About: St Peter's Hospital (Chertsey)

Where to start. My relative contacted the out of hours telephone number and eventually was transferred to the 111 service, who after taking details advised my relative to go to A&E straight away. We live between St.Peters and Frimley Park, however chose to got to St. Peter's as my relative recently had treatment there and we assumed they would have the details, especially as we thought today's problems could be related to my relatives ongoing treatment. First 4 hours wait, included an A&E assistant taking some tests, but being rude and not treating my relative with any dignity, opening the door when they were still undressed after some tests, the A&E assistant gave the impression that they were in a rush and needed to get to the next patient quickly. When you are not feeling well, you generally are unable to get dressed at a super quick pace. Then the Doctor, or Consultant, I'm not sure...as they never ever introduce themselves, started to ask my relative, what was wrong with them, and why,exactly were they in A&E today. The tone of this person was very rude, and came across very much as wasting their time. We explained what the issue was, furthermore that the 111 service had advised to go to A&E, the response, was "but they just cover themselves". The attitude of this medical professional was, what do you expect with your condition, and intimated that the symptoms that were being suffered by my relative were "normal" using this expression a lot. My relative, is not a pushy person, in fact was once in the medical profession themselves so will tend not to over egg the point, always jumping on the slightest hope from the medical profession that in fact there is no problem. The questions were heavily loaded, so I had to interject at this point. I asked the medical professional to clarify what they were asking, they got very annoyed at this point. My relative has two hearing aids, so the Doctor should have appreciated why I was trying to make sure that my relative understood what was being asked. I explained that my relatives conditions were not "normal" for my relative and the symptoms had not been experienced for many years. The medical profession then reluctantly agreed to listen to my relatives chest, after which they the said that they would order a chest X-ray to ensure everything was clear. So X-ray done, then the medical professional returned and it was like to speaking to a completely different person. A more humble, less arrogant person, who now seemed to give the impression that there was actually something not right. The chest X-ray did show an issue, but my relative was so close to that doctor discharging them with no treatment at all. I was once in this hospital myself after a visit to the A&E and it is so evident how much worse things are than my experience before. Can't type anymore as maximum 3000 characters for each review. There is so much more to say, so I will write a letter of complaint

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Responses

Response from St Peter's Hospital

Thank you for your post, we are very sorry about you and your relatives experience in our A&E department. When we receive you formal letter of complaint please be reassured that we will be in touch and will investigate these issues fully. Many thanks.

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