"Reception staff and nurses were great. Doctor, not..."

About: University Hospital (Coventry)

The reception staff and triage nurse were very nice, polite and courteous. I was seen by the triage nurse almost immediately. After an hour and a half wait, I saw the doctor who made assumptions about why I was there, was very impolite, rude, seemed irritated and basically just fobbed me off. Granted, my problem is an issue to go to the GP (which I had initially presumed) however after taking the NHS self assessment it was recommended that I go to A & E. After a very brief conversation (throughout which I was interrupted constantly after approximately 5/6 words), I had said "I haven't managed to get to sleep since..." when he interrupted with "oh so that's why you're here. Go to a GP. I'll give you some Diazepam to help you sleep.". I even apologised because he made me feel as if I'd done something wrong! It's only upon leaving I'd realised the kind of treatment I'd received. It was so bad that I actually was in shock because of it! Absolutely ridiculous. If it wasn't that serious, why couldn't the triage nurse just give me some tablets and send me home? Never mind that though, why couldn't the doctor be a little be more patient, show some understanding, compassion, empathy and general manners? If I ever had the choice, never again!

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on you recent experience in the Accident and Emergency Department at University Hospital, Coventry in January 2015. I am pleased to hear that the reception staff and triage nurse were very nice, polite and courteous; this is how we expect our staff to act when caring for patients. It is concerning to read that this isn’t how the doctor acted with you. One of our Trust values is compassion and we expect staff to be polite, caring and helpful with patients at all times. I have made the Emergency Department’s Clinical Director aware of your comments and he offers his apologies for your experience. I would encourage you to discuss aspects of your care further and let us learn from your experience so we can 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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