"refused to be booked in at A&E because I was..."

About: North Middlesex Hospital

Went to the a&e after loosing conscious at home, as on the day before had a kidney stones. when approach the reception the lady was on the phone. I asked for help as I was about to pass out, her replied in a very rude way " cant you see I am on the phone!", then another came and I beged for help as I was in a really problem and about to pass out, she then asked my name and date of birth, but I couldn't remember as I was very dizzy and co fused , for my dismay she shouted saying " no nome ir date of birth no booking"....(!)...And wdlked away... I just knock on the glass and said that I was in severe problem and about to really pass out!..... She then turned back and shouted very loud and very arrogantly " dont touch the glass"... And call the security (!), I then asked her name as I intended to complain , her words "who the hell you think you are to ask my name?"....(!) I was livid when all the sudden another one came and told her college that she doesnt have to give her name.!.... I was amazed with this unprofessionals were acting towards a suffering patient! ..... They should have their id visible all times wile on duty! .....I demanded to see their manager they call a nurse who said that he was responsible for the shift and we went inside after I briefly told him this horrible experience he promised to book me in himself .... But guess what ..... He came to me and said that they still refusing booking me in! ...,,, another man came and I ask for some water as I was reslly feeling bad..... He made drink from a tap with a dirty sink! ....., really sad..... No respect at all..... He then said that he going yo book me in at the ambulance crew reception..... When we got there he told the guy to book me in urgently ..... And I couldn't believe my ears when this guy turned to me and said " aĆ­ wont book you in unless you say sorry to my colleagues".... .... And start arguing with me talking to me like " you know man you this man you that man" ... I told him to be respectful and dont talk to me that manner and his response " ok boy " bear in mind that I am 50 yars old and he was about 20 .....I was surrounded by about 6/7 people including securities , this was the worse experience of my life! ....... Only when I said to this cowboys and cowgirls that my wife was on her way yo meet me there and that she holds a high position at another hospital another woman came and book me in..... This people didnt act on the best interest of the patient all this events toock more than 30 minuts , if was something more serious my health could be greatly affected ..... None of then had a visible id apart the securities and the guy at ambulance crew desk,..... I made a written complaint , via e-mail , but not even contacted me to say that they got my complaint, even after I was told that would take up three days to come back to me, and my complaint was made over five days ago..... Amazing! ...... Never I will be able to forget this experience

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Response from North Middlesex Hospital

So sorry to hear about your experience. Our staff always strive to be caring and professional but sometimes can be affected by the pressure. I am the A&E service manager, Christopher Dinsdale, christopherdinsdale@nhs.net and I will be sharing your experience with the team. Thanks for your feedback

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