"Hi, Went to ER with a very unique ..."

About: The Royal London Hospital

What I liked

Hi, Went to ER with a very unique problem, which prevented me from leading a normal life and caused the greatest discomfort. The wait was not long, but what came next shocked me. The doctor who consulted me did not know what the problem was, so they called the specialist. They explained the problem over the phone. The specialist (without even seeing me!!!!!) recommended I WAIT until the problem resolves itself and turn to GP if it persists. If it persists for too long, however, I could come to the ER again... In addition, the doctor added that it takes around four weeks to get someone to look at my problem if I turn to GP.

Now, here are a few thoughts:

1. How can you turn the patient away from the ER without even a simple examination?! Or is examination by phone is what you do these days?!

2. Asking me to come back is a complete waste of resources, both mine and hospital's. I was already there, I went through the registration and waiting procedures, doctor talked to me and a 'specialist' spent 5 minutes on the phone with the doctor. If I am coming back the same will happen again. And more, since the problem will still be there and this time it will have to be dealt with. It seems that sending patients away and hoping the problem with resolve itself, or gambling that patients choose to go elsewhere the next time is the Hospital's new strategy..

Well done!

What could be improved

1. doctors could actually do their job in person, not over the phone

2. better care means better resource management. consequently, better use for taxpayers money. did someone fail to pay attention during the operations and strategic management courses?

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Responses

Response from The Royal London Hospital

Thank you for taking the time to feedback your comments and we are sorry to hear about your experience in our Accident and Emergency (A&E) department.

To help ensure that patients coming to A&E get the best possible, and most appropriate, care for their individual needs we run a streaming process that is managed by local doctors. This ensures that patients who need the most urgent care are seen first and those whose situation can be dealt with by other services are offered advice and information by qualified doctors.

Regrettably, without knowing the exact details of your experience we cannot provide further comments here. However, if you would like to have this matter fully investigated, please contact the Trust by calling our Patient Advice and Liaison Service (PALS) on 020 7943 1335 or emailing our complaints team at complaints@bartsandthelondon.nhs.uk

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