About: University Hospital (Coventry)

Unfortunately I found myself in a situation where I was too ill to travel anywhere by car and I was stuck in a location 40 miles from my GP. Because it was daytime and I could not get as far as my own bathroom without great difficulty I rang NHS 111. I was informed that the only way I could receive medical help was by attending Walsgrave Hospital by ambulance. (I needed a home visit from a GP, not a trip to A and E). On arrival the doctor treated me like a time waster asking why I thought I needed an ambulance. Fair point, but it was NHS 111 that decided that, not me. The consultation was pointless, and I was discharged. I left the room in A and E on all fours, unable to walk because of the pain in my leg. I was offered a wheelchair, but the pain was increased by sitting so that was useless. A crowd gathered at the door to the department, watching me attempting to crawl out unassisted. The nurse at the nurses station asked me to stand because they would be in trouble if their boss saw me crawling. The nurse was absolutely unconcerned as to why I was unable to stand. I was given no choice but to leave the department on all fours, crawling out into the car park in my pyjamas. Had I not been so upset and confused by the amount of pain I was in I should have objected to being allowed to leave in such a condition, but I had been treated with so little care that I couldn't wait to leave. I have since been treated privately, and looking back at my experience I can hardly believe that such a thing could have happened. I wish that I had taken the name of the doctor who was so unsympathetic. I am sure that the doctor is much more excited by the opportunity to assist more critical patients, but I was a patient in real need of help forced into attending hospital by NHS 111 because red tape meant I had no alternative. I feel appalled by the way I was treated and the condition that I was discharged in. I am bringing this to attention in the hope that no one else has to suffer the same fate.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital, Coventry in September 2014. We were very concerned to hear about your experience in our Emergency Department, and are very sorry that on this occasion your care fell far short of what we would expect. You mention in your comment that you were particularly disappointed with the attitudes of several staff members, including being made to feel like you were being a “time waster” and being treated in an unsympathetic and undignified manner. Compassion is one of our Trust values, and staff are expected to demonstrate this by being polite and helpful at all times, and treating all patients with dignity. We are very sorry if this was not the case on this occasion. We were also very concerned to hear your experience of the NHS111 helpline. While we are very sympathetic that you were given advice you were unhappy with, this helpline is run by a different NHS organisation (in the Coventry and Warwickshire area, this is West Midlands Ambulance Service NHS Foundation Trust). You may wish to contact them directly with your concerns so that they can investigate and respond accordingly. You can do this by ringing 01384 246366, or e-mailing complaints@wmas.nhs.uk. If you would like to discuss aspects of your care at the University Hospital further then 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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