"Second visit"

About: Leicester Royal Infirmary

Came to visit for the second time with the same complaint as advised by the doctor that we saw. He advised if the pain got worse to come back. We came back 3 days later to minors to be told that we needed to go to adult emergency spent 3 and a half hours there for the doctor to then just ask us why we were there? Do doctors make any notes surely before you see someone you would briefly look at the last visit especially given it was only 3 days ago after explaining to a more than rude doctor he just said I need to send you to minors. Then the doctor gets security hands him a piece of paper in an envelope as if we were children and tells him to take us to minors. We were in minors for around 30 minutes when a nurse came to tell us that minors shut at 0200 so we will need to wait in majors. We are still sat waiting in minors it's now 0235 and we have been here since 0900 needless to say we are not impressed at all we have been told that there is a 5 hour wait in majors. Will be making the complaint formal even though it's highly likely that it will have little or no impact whatsoever. If health professionals spend time in actually resolving some issues then there would be no need for us to keep coming back. I feel they are just leaving you until you go away.

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Response from Leicester Royal Infirmary

Dear Reviewer, I am sorry to hear of your bad experience. I would also like to apologise for the delay in responding. Have you had a chance to send in a formal complaint ? If not, would you like us to look into this and get back to you? The journey you describe is not acceptable and there are almost certainly learning points for everyone involved. It is hard to comment much further without investigating the incident and we would be grateful if you could send us some further details via our PILS website www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service, email pils@uhl-tr.nhs.uk, or free phone 08081 788337. Thank you for sharing your concerns. I hope you are recovering well. And if I may add, your feedback does have an impact – helping our patients get better is what keeps the Emergency Department team going, especially through tough times. Thank you once again Sincerely, Pro Mukherjee Consultant in Emergency Medicine University Hospitals of Leicester NHS Trust

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