"The doctor in Minor Injuries was ..."

About: Leicester Royal Infirmary

(as the patient),

What I liked

The doctor in Minor Injuries was very respectful, sensitive and calm, which was exactly what we needed on an unwanted visit to A&E. He was fantastic, offered sound and useful advice and made us feel at ease. No mean feat in A&E! The hospital was very clean and one of the porters on duty who helped us get to the X-Ray department was friendly and helpful and went out of his way to help us. Thank you very much.

What could be improved

The triage nurse (the one you see before you go to Minor Injuries) was the most rude, condescending and patronising woman I have ever met. One would think that as a first port of call in A&E there would be some kind of compassion but all this Staff Nurse did was talk down to us, dismiss what we told her and made us both feel stupid. We then sat in the waiting area questioning our right to the service and whether we should even be there, despite my partner having sustained injuries at work including a head injury (when he has a history of concussions and a cracked skull) and also back and shoulder injuries. Just because there was no blood and guts pouring out, does not mean that the injury was less serious. Thankfully the doctor we saw after this was incredible and has restored our faith in the LRI, but we felt the attitude of the nurse was completely uncalled for and very unprofessional, and made our time there even more stressful than what it already was.

Story from NHS Choices

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Response from Leicester Royal Infirmary

Thank you for taking the time to leave your comments about your experience at Leicester’s Hospitals. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. We have since updated our process of responding to reviews posted on NHS Choices and are now committed to making sure we respond to comments within 21 days of the date they are posted. If you would still like you comments to be investigated or passed onto the clinical team involved, please contact PILS on 08081 788337 or online at www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/. If you have any other specific questions or comments, please feel free to contact us on communications@uhl-tr.nhs.uk. Thank you Communications Team Leicester’s Hospitals

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