"I went to St Thomas A&E twice in the..."

About: St Thomas' Hospital (London)

What I liked

I went to St Thomas A&E twice in the same week (1st and 7th of october), the waiting time was fairly quick considering I had some tests done. The nurses were very nice and professional. The doctor I saw the first time explained that I had a kidney infection prescribed me antibiotics and said if I felt unwell to come back and also ordered further tests that would be available within approximately 3 days, the doctor was very efficient, communicated very clearly and I felt reassured and cared as a patient.

What could be improved

I didn't like the way the receptionist that took my details addressed me, while I was waiting observed that some members of staff in the reception area are not very professional and seem very relaxed and chatty.

Unfortunately my second visit was not pleasant at all, came back to the hospital because I was feeling constantly tired, with difficulties breathing and also to know if my infection had cleared and to know test results previously ordered in my first visit, I was in the urgent care unit when the Doctor called me, I explained what had happened and that I've been before to the hospital, I was made feel a nuisance and that was absolutely nothing wrong with me, and the urine sample provided on the day seemed fine, only when I persisted with some questions the doctor left to look for the records from the previous time, to which she apologized saying the records where not computerized and therefore she had no knowledge of what had happened. when I've asked for the test results ordered in my first visit I was told they were never sent to the laboratory some mistake had occurred. On the day I felt frustrated and distressed and start crying to be honest I felt in a worse state when I left than when I came in. To make things worse, when I went to collect my prescription for nausea??? The prescription had another patient name on it.

Anything else?

Communication regarding patient information needs improvement, also it would be nice if patients weren't treated has hypochondriacs . In the past, although not in this hospital had an infection sent home, after three days my condition was so serious that I had to spend 2 weeks in hospital with intravenous antibiotics!

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