"Disappointing, waste of time & lack of..."

About: Kettering General Hospital

What I liked

The Nurse who assessed me was very professional, friendly and happy to help.

Waiting time wasn't too bad, about 3 hrs in total.

What could be improved

The way patients are treated (detailed below)

Anything else?

I came to A&E as I had been suffering with a bad chest infection for a couple of weeks and had developed a terrible pain on my right side. I tried to access my GP but was told there were no appointments all week and Nenedoc said I needed to been at A&E to rule out anything sinister that was causing my pain.

About 30mins after I arrived I saw the Nurse who assessed me, she was very helpful & friendly. She explained it was likely to be muscular but that they would check my heart with an ECG & take blood just rule out a blood clot or pneumonia. After another 30 mins I was called in for these, which went fine. I was still in a lot of pain at this point. I was told it would now be up to 2 hrs to see the Doctor, which again was fine as I expected to wait in such a busy department.

My problem was that after waiting the 2hrs I was called in to see the Doctor who was the rudest person I have ever come accross, unfortunately I did not get her name! She walked in and said I had a strain and then demanded 'so why did you think it was necessary to come to A&E with a strain?' I tried to explain that Nenedoc had sent me but she spoke over me. Again she asked me a few more questions, such as had I seen my GP, and then proceeded to talk over me. I was made to feel I had wasted her time and was a nuisence to be honest. I am rarely ill and this was my first visit to A&E in over 10yrs, I received no help or advice on how to manage the pain. She told me I was fine and then I left.

I understand A&E is a busy department dealing with emergency cases but I was referred there by the Out of Hours service and I was (and still am!) in a lot of pain, which didn't seem to bother the doctor who saw me. The last thing I would ever do is waste their time. As we left my partner commented on how rude the Doctor was, so it wasn't just me!

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Responses

Response from Kettering General Hospital

Thank you for the comments regarding your recent experience in the Accident and Emergency Department

We fully investigate all comments and strive to constantly improve our services for patients and public

We feedback all comments to staff about the service they deliver this collectively improves the health care we provide

Your comments will be taken seriously and appropriate action will be taken. Can I take the opportunity to apologise for the specific areas of your experience that failed to meet your own expectations and the expectations of the trust.

Jane Groom

Matron for Urgent Care

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