"I felt like I was in a zoo."

About: Queen Elizabeth Hospital (Greater London)

Have been visiting this hospital for many years with my family.

At first my sister fell down the stairs and broke her arm. I called 999 as I didn't know if she had any other injuries and they adviced me that it is best to send out an ambulance. Paramedics etc. were really helpful but when we arrived at the hospital we were there for 4 hours before we had any treatment. A junior doctor repeatedly told us theres nothing wrong with her arm after having a visual look at it and I had to force the doctor to take an x-ray. Turns out there was a fracture and to take their anger out on me the doctor was telling me off for calling an ambulance when this was the advice the emergency service gave me!.

Another time I fell from a height and had 2 fractures on my spine. Again, the paramedics and nurses, who were extremely understaffed, were very good. After a doctor saw me, the doctor did some test by feeling my back and turned around to the doctor next to them and said he's fine to which the other doctor pondered for a couple of seconds and said we should take an x-ray to be sure. So if the other doctor wasn't there I was going to go home with a broken back?? Doctor's lack of enthusiasm to there work is horrible. They just want to go home. I had to wait hours upon hours to get scans done and by the time I went to sleep I probably saw a dozen different doctors as their shifts were short who had no idea what the previous doctors done and I had to tell them. I kept a notepad and pen and wrote everything down to tell the next doctor so I had to do the management myself. Very unproffessional and communication is zero.

The wards were full of people screaming and groaning in pain and there was only one nurse per 6 people which was no where near enough. There was a man next to me who kept trying to get off his bed and the only nurse that was in the room had to literally hold him down so no body else could get any treatment.

After I was discharged I was told I would get a letter for a follow up. I never got the letter and I called the hospital to find out. Every single staff on the phone was rude, ignorant and could be any less helpful. I was cut off many times. All of them kept connecting me to eachother. They kept saying it wasn't their problem and gave me another extension to dial. The receptionist connected me to x-ray? they connected me to appointments and it kept going on like that until I think I spoke with every staff in NHS. About 4 hours later, after I was told to go to King's College? and GP? at one point I managed to get an appointment by using the notes I took during my stay and finding one of the nurses at my ward.

Very horrible. It's more like a prison than a hospital.

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Response from Queen Elizabeth Hospital

Due to a technical issue you may not have received a response to your comments.

Thank you for your feedback. I can only apologise for the experience you had. We take all feedback seriously and as a reflection of our practice. Your comments have been shared Emergency Department Teams involved to help improve the quality of service we deliver in the future.

Kind regards

Patient Experience Team

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