"Excellent care in Urgent Treatment Centre"

About: University College Hospital

I went to the A&E department this afternoon/evening after falling down a flight of stairs. I had a good experience of care overall with one exception.

Reception staff in A&E were friendly and I did not have to queue very long to register. I was seen for a triage assessment after around 45 minutes which was fine. The exception to the good experience was the Triage person who assessed me as they were abrupt, brash and lacked all friendliness or warmth. I was sent to the Urgent Treatment Centre where I experienced excellent care. Although there was a slightly longer wait, the doctor who treated me was friendly, welcoming and warm and listened patiently while asking helpful questions. They did necessary investigations whilst keeping in mind the high level of pain I was in and involved me in decisions around best treatment, e.g. medication. The x-ray staff was also very friendly and made me feel at ease. Everyone was good at communicating relevant information and generally in good spirits which helps when one is in a lot of pain. Thank you for the great treatment I received.

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Responses

Response from University College Hospital

Thank you for taking the time to give us your feedback. We're so pleased you were happy with the care and attention you received from the majority of the A&E team and we will feed this back. We are sorry to hear about your experience in triage and would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.

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