"A&E Department"

I took my elderly mother (73yrs) in on 31/08/14 as she was experiencing strong abdominal pains with other symptoms. She also had history of diabetes,angina attack,blood pressure etc. We were seen pretty much quick by the nurse who was very pleasant and then by the doctor. The doctor was a young lady( maybe student doctor) who held a medicine degree but had no customer related experience and understanding of how patients felt when they are in pain. She asked me briefly what has been happening so I told her, then she told us that she will get the nurse to take blood and get the results in an hour. She returned within 40 minutes and told me that we should go to our GP and should have not come to A&E and it is for emergency only and not for her conditions. I believe she was rude, disrespectful and was unnecessary for her to say that because my elderly mother was in pain and had faith in doctors.

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about the Emergency Department at the Queen Elizabeth Hospital Birmingham. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We are very concerned to hear that your mother’s experience has been poor and we are sorry for the way this has made her feel. This is certainly not the type of experience we aim to provide. The senior staff responsible for the area where your mother was treated are very keen to investigate what has gone wrong and take action to improve the service they provide. In order to do this they would be very grateful if you would provide contact details so they can speak to you directly. If you would like them to do this please make contact via our Patient Advice and Liaison Service (PALS) team who will be pleased to put you in touch with the relevant staff members. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.