"-The place was clean - The atmosphere ..."

About: Gloucestershire Royal Hospital

(as the patient),

What I liked

-The place was clean

- The atmosphere was generally comfortable, with some quiet music in the background

- The building as whole is nice and modern

What could be improved

-Staff attitude, a more empathetic and caring approach towards patients in the Accident and Emergency Dept

- Waiting times need to be reduced, waiting for hours to be seen is unacceptable, it can be demoralizing

- There needs to be cultural awareness, not everyone shows pain by crying or screaming loudly as expected by A and E staff. Just because someone is sitting calmly and quietly does not mean they are not in pain. Biggest MYTH.

Anything else?

I went to this hospital's Accident and Emergency Dept after being referred there by my G.P with a suspected serious condition. The staff there were very rude and dismissive. I was somehow 'forgotten' with other people who came after me being seen before myself. It was only after inquiring about the waiting times that I was at last seen.

After waiting in the waiting room for hours (I was seen in the early hours of the morning, having come in, in the evening) I was seen by a doctor who did not seem to care, half the time interrupting when I was explaining my symptoms and not really listening. The overall impression I got was that they were not interested in me as a patient but that I was just a nuisance. There was no empathy, just an impatience and annoyance about having to see a patient, despite being paid to do the job! You would think the work was free. There was no proper questioning to elicit what was wrong as expected from a professional. When explaining my symptoms, I was interrupted despite this doctor having asked me to explain the symptoms in the first place! I was treated like a nuisance and was left with the overall impression of sheer humiliation.

I was asked to provide a urine sample and was given this small pot which you have to carry from the toilet to the small cubicle where you are seen, passing through the small waiting area in the process. The pot is made from paper with no lid and therefore does not afford discretion, that is the last thing you do to promote patient dignity. I do not understand why they cannot just give a patient a small urine bottle which is more discreet and private.

This whole experience left me feeling humiliated, frustrated and enraged and I would not recommend that type of experience for anybody. I hope this experience never ever happens to anyone else.

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Responses

Response from Gloucestershire Royal Hospital

Thank you for your comments and we are sorry that your experience of our Emergency Department was unacceptable. Your comments will be shared with the department, and with the patient and public involvement team which collects information from patient feedback in order to try to make improvements in the future.

We do very much welcome contact from patients who feel they haven't had a good experience and we can learn from this.

If you would like to discuss your experience with someone from the hospital, please contact our Patient Advice and Liaison Service (PALS) on Patient Advice & Liaison Service (PALS) on the details below:

Telephone us: 0800 019 3282 (confidential answer phone service available if we are busy with other enquiries)

Fax us: 08454 226832 Text us: 07827 281266

Write to us: PALS Office, Gloucestershire Royal Hospital, Great Western Road, Gloucester, GL1 3NN

E-mail us: pals.gloucestershirehospitals@glos.nhs.uk

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