"UHCW Children A&E very unhappy with their service"

About: University Hospital (Coventry)

My 18months old son was sent to hospital on saturday the 16/08/14 11.30am after i had spoken to someone on the 111 number. He was given medication straight away as his temperature was very high. We saw a female junior doctor who took some details, checked him and said his chest was fine and his throat wasnt inflammed after i had told her my surgery gp said it was the day earlier. After over an hour her senior female doctor came in and said his chest wasnt clear and sent him for a chest x-ray. which she said confirmed he had a chest infection, an inflammed throat and ear all on his left side. she gave him antibiotics and said we should contiune with the medication we received on friday from our surgery. And if he didnt feel better we should come back in or visited our surgery. Sunday he didnt get better, monday i called the 111 number for advised and the operator called the ambluance after asking me questions. We got to the hospital and wait for little awhile. We saw another Female junior doctor who asked alot of questions and said she has looked at his chest xray and cant see any chest infection like the other senior doctor said 2 days earlier. She said she would report to her senior doctor who would come and see us. After waiting for almost 2hrs another male doctor finally comes to see us and checks my son throat which by the way wasnt genlte and said he had tonsillitis which made him very unwell, he went on to say if we were in a country were there wasnt an ambluance service,wont we have waited for his temperature to come down before we came into hospital. And he made that statement more than ones. My husband tried to explain we never asked for an ambulance and it was a decision made by the 111 operator. We find what was said very offensive and racist. My son is still unwell, i hope he gets better and we dont have to return to children A&E, if we ever have to go back none of those doctor will be touching my child because it clear there is no communication between them neither do they know exactly what they are doing as we got 4 different cause of illness from each of them. I will definitely be making an official complaint about the service we received.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your visit to the Children’s Accident and Emergency department at University Hospital, Coventry in August 2014. I am sorry to hear about your son’s experience and that the care was not at the expected level. One of our Trust values is compassion and it’s clear you and your son were not always treated compassionately whilst at our hospital. You did the correct thing by calling NHS 111 for advice first and you followed their instructions to come to Children’s A&E for your son to be checked. The doctor shouldn’t have made any remarks about this and I apologise for any offence caused. I would encourage you to discuss aspects of your care further so that we can learn from your experience and improve our services. Please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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