"Arived at A&E 4am 9/5/2014"

About: City Hospital (Birmingham)

Paramedic took me to city hospital A&E this morning. Very disappointed in the overall care I received. From the minute I went it was like a chore and oh not another patient. There were members of staff talking about how anoid they was at Sandwell hospital, because they only had 4 patients and city had 22 in the last so many hours. And how it's a sabotage by Sandwell hospital. As someone who was not feeling well that was very unpleasant to listen to how they was complaining about the volume of people in A&E. I completely appreciate how hard it must be for NHS members or staff as the long hours must be tiring. But they enter this job to care for people. I was friendly from the moment I arrived as this hospital as it had served my family and myself for years and unfortunately this is the first time I had such a negative experience. I was given an ECG and them moved in to the main section where patients are initially assessed. I was left waiting for around 4 hours before a doctor even came to see me. During this time they tried to take bloods from me, as I was very anxious it was not easy for her to take blood so I her asked her to stop. She was kind and stopped and stated she would return to take some once I am less anxious. This never happened. Once the doctor got around to seeing me he just came straight over and said you can go home. I asked him if they noticed any issue on the ECGs they had done and he said no. I then asked if he had seen the original paramedics ECG which was showing an erratic heart rate hence why they took me in. He said that was irrelevant and he did not need to see them. I told him how unwell I felt and there was no compassion at all. I asked again if he could view my readings from the paramedic and he told me that he could not find them. I approached a nurse who had a look around for me and she found them stuffed in a side pouch. I asked the doctor in question to look at them which he reluctantly did and said yes it is abnormal but it's not now. He told me he only only just came to the hospital as he works in other areas and that is that. He patted me on the shoulder and left. As a young man who was clearly anxious and concerned. For my bloods to be just left and not done at all and for the way the staff approached me. Well the doctor I find completely unessassry. Yes the NHS is pushed and stretched but we also deserve to be cared for in an unfortunate time where medical attention may be required.

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Responses

Response from City Hospital

That is clearly not how we want to work. As you know Sandwell and City are part of the same organisation, but even if not, we are all one NHS and ‘pressures’ on one place are not a concern we should reflect on providing care to you. If you would like us to investigate further perhaps you could contact the Patient Liaison team via swb-tr.pals@nhs.net . I am sorry that we did not meet your completely reasonable expectations of us. Toby Lewis, Chief Executive

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