"Horrible horrible service!"

About: Ealing Hospital

We were specifically referred to Ealing hospital by 111. They said that they had sent a referral to the hospital. We woke up our 3 yr old child and took him to Ealing hospital UCC (as insisted to by 111, we wanted to take him to CWH) at 12:15am. On reaching the UCC at 12:45am, we were told no referral had been received and the child would be seen by a Dr first and then referred to a pediatrician if required. The nurse saw us, took temp and asked us to give a urine sample, no bag was provided to put the ampule in, when asked, was flatly refused by the extremely rude receptionist, who said the "same nurse" would call us to collect the sample, Which they never did! Honestly this nurse doesn't deserve their job! On asking what to do with the urine, was rudely asked to put it on a table and wait. When I asked how much time they think it would take (considering it's 1am with a 3 yr old autistic child), was again rudely asked to see the board in the reception. The board said "2 hrs - last updated at 21:15". At 2:15, asked the receptionist again how much time, to which the rude responses I got ranged from "we only have one doctor" , "you came at 12:45, there are patients here who came at 10:45", "you should have got your child earlier!" "I cannot disclose how many patients would be seen before you" "I cannot give you an indication on how much time" "there is only one nurse who is plastering another patient"... All these answers were given in a very very rude manner, as if my child was a liability and definitely unwelcome! Finally wanted to ask them one more question, and since I was beneath them, I was rudely signalled to talk to the clinician!' I can't believe you would treat patients like this! The only nice person, the clinician spoke decently and informed us we were 2 patients down the line and would be sensible to wait! What's amazing is that there was more staff at the reception than doctors and nurses required to tend to patients.

Story from NHS Choices

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