"4 hour wait and still not seen"

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

After seeing a sign advertising a 3 hour wait I agreed to wait... already been told I may have shingles by a pharmacist at boots I was advised to go to the walk in to get anti viral meds. I was put in a side ward to prevent contamination on others waiting... It took 3 and a half hours to be offered pain relief... 4 hours later still not seen a gp to cut a long story short a receptionist was so rude and sarcastic I'm going to write a formal complaint.

After 4 hours of waiting in a side ward being left and not updated I decided to leave as I explained to the nurse I had a young child at home needing dinner (gone 9pm) I was left 3 and half hours before offering pain relief. I explained at the front desk why I was leaving the get back to my child and the grumpy receptionist butted into me explaining telling me I was next. . I tried several times to explain I had been told that half way through my four hour wait but could no longer wait anymore... The receptionist then sarcastically proceeded to tell me it was my call and not to come back later as we walked away in shock..

said 'bye bye then' I was disgusted at their attitude! Would not recommend this service... sort your customer service skills out. I told them I had a rash not once in any observations was my temperature checked or looked at my rash... what would happen if it was meningitis. .. luckily wasn't. .. but what if? I was put in a side room and forgotten and left in a room with two very dirty coffee mugs one with mould in on the desk. .. not great service in my opinion.

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Response from Queen Elizabeth I I Hospital

You're clearly very unhappy with the care you received at the New QEII's urgent care centre.

Not only are we very sorry that you are upset at your experience, it is something that we would like to have followed up for you..

Whilst you can, of course, continue to make a formal complaint (here's how - http://www.enherts-tr.nhs.uk/patients-visitors/patient-surveys/concerns-and-complaints), we would also welcome getting our emergency department to take a look at what happened.

If you are happy for us to get them involved in this way, please just email us at generalenquiries.enh-tr@nhs.net. We hope that you do get in touch.

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