"Sick of attitudes"

About: Leicester Royal Infirmary

I have had some of the worst experiences at the Leicester royal infirmary but the worst by far is the treatment i got from the a&e department. My gp who was advised by the urology department, told me to go to a&e as i was in extreme pain with a potential kidney stone. The pain killers were not doing the job anymore. I have no reason not to listen to an nhs professional so i followed the gp's instructions and went to a&e only to be told that this is not an emergency and that i need go to the gp. I told them i was sent by the gp who was instructed by urology already but they did not want to listen. At one stage they were going to check with urology but i never heard anything from that. This would have made sence as urology gave the original advice. But nothing was done, instead i had two members of staff rather than the doctor dealing with me. one of them being the head clinician saying we've come to talk to you about your complaint. I was shocked because as far as i was aware, i was just waiting for the doctor to come back. Too much i felt at that moment and i also felt ganged up on. It was as if they had made a judgement of me and was following some kind of intimidation tactic. I explained to them what i was told and that i had already spoke to the gp first but they wasn't listening and kept talking over me. So i stopped talking waited until there was a silence and repeated what i was told by the gp. Once they had listened they soon realised that urology was in the wrong and tried to pass my health problem to a&e and that the gp was wrongly informed. They then apologised and said the gp needs to speak to urology about sorting the worsened pain.I left the a&e feeling very angry,frustrated,embarrassed and most of all still in a lot of pain. I was only following guidance of nhs staff members and here I am taking the flack for they're mistake and still no medical help for what i went in for. Why aren't these services up to speed with each other and why is the patient getting the bad attitudes from a&e when it's a lot of the gp services etc sending people to them. I would rather not go into hospital and i was trying to avoid it. I don't want to waste anyones time. I feel like i have been caught up in the nhs politics and to be honest it has made me loose faith in the royal infirmary. This is the forth occasion that i have been treated appalling and I've had to take them further. It has all made me massively anxious to go in to hospital when i am at my most vulnerable and I'm confident with the care if any, i will receive. I have an autoimmune system disease onto of the kidney problem, where i have to go into majors a lot. i know i may have to go back in to hospital at some point but im so scared to.

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Response from Leicester Royal Infirmary

Dear Reviewer,

We are really disappointed to hear that you had a bad experience at the Royal recently.

We expect all our patients to receive the very highest level of care at all times and so, if you are happy for us to do so, we would like to investigate the matter further. Could you please send your details (NHS number, name, address, date of birth and contact details) to Vicky Enright, Service Manager Emergency Department: vicki.enright@uhl-tr.nhs.uk so that we can look into your concerns regarding the way staff communicate.

Kind regards,

Communications Team

Leicester's Hospitals

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