"Helping a friend"

About: Luton & Dunstable Hospital

I took my friend in as she having severe back pains. When we got to recpetion there were two women sitting there. We asked about the procedures and we were told that we had to wait for the nurse -whom we had observed walking around being counter productive. She then came after 10 minutes and asked us: When the pain started? Had she been to her GP re the pain before? Then she wrote on what appears to be a bit of napkin and passed it to one of the other two women sitting there who then entered it on the system. That was an absolute waste of time and resources. After that the same nurse was seen taking out her phone and trying to have a discreet sesiion. She hastily put it away when she saw one of the ambulance staff. The assessment by the triage nurse was ridiculous. It appeared that she stopped to snack between each patient and the questions that we were asked again were cursory. We got called in to see a doctor and the one that we saw was pleasant enough but unfortunately when attending to my friend he reeked of cigarette smoke. This is very unprofessional as my friend and I are non smokers and cannot stand the smell of cigarettes. He then attended to her and told her she had stitches. We were not comfortable with that diagnosis but were fortunate enough to see a family fried who was extremely thorough in his mannerism. He ordered tests and did other things which led to us finding out that my firned had a whole range of problems. Many thanks to that doctor in A and E. Your services were much appreciated. Resources and staff should be deployed more effectively to save tax payer paying out too much to keep mediocre people employed. My rating was brought up by the superb service received from the final doctor seen.

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Responses

Response from Luton & Dunstable Hospital

We are very concerned to hear that your experience has been an unpleasant one. Please be assured that we will investigate this matter as much as we can from the information given. We would encourage you to contact our Patient Affairs Office directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk if you would like us to address any of your concerns further.

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