"A & E"

About: Heartlands Hospital

I attended A & E via ambulance due to breathing problems on the evening of 15/06/15. I did wait quite a while but the hospital nurse was very good and took the usual blood pressure and temparature as per usual. The doctor came round and was very abrupt and didn't seem to have time for me. The doctor asked me what was wrong and I explained about the breatheing and swallowing. They tried to look down my thorat but because I panicked they stopped but it was like I was being a nuisance. The doctor then said after I explained that I need to refer back to my GP as if ongoing issue. I tried to explain thereason I panicked because I couldn't breathe and was feeling faint. They said there was nothing they could do as all test came back ok. I asked the doctor iis there anything I could do re my breathing and was told to take 'Listerine' || The doctor then decided to end the conversation walked off. As I was speaking to my sister in the cubicle they came back and said in a manner like what are you still doing here 'is there anything else your waiting for? I said no just getting ready to go. The doctor's manner and approach was rubbish not even a smile a thank you or how are you and the fact they mentioned listerine what the hell was that suggested for. I'm not a hypocondriac and I rang 999 because I though tthere was something seriiuosly wrong. It would be good to instill in staff a bit of empathy as this is the second time today I have been met with arroigant and rude doctors whrether NHS is busy or not. I accept A & E can be busy which i have not complained about. They even went back to their desk and didn't acknowledge or the nurse there we had gone. I felt like I was being a nuisance because their attitude came across as that. I don't know the doctors name.

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Ms Phipps

Thank you for posting your feedback about your recent experience at Heartlands Hospital Accident and Emergency Department.

I am sorry that you found the doctor abrupt and it felt that he did not have any time for you.

I have forwarded the details above to Richard Beavan-Parsons, Operations Manager for Unplanned care and asked him to look into this in more detail.

I hope this is acceptable and should you require any other assistance in the meantime, please contact me on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk. I look forward to hearing from you.

With Kind Regards

Marie Helebert

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