"Terrible, i have been lead around for sometime not..."

About: University Hospital (Coventry)

What I liked

The doctor, only member of team who talked to me and tried to provide the right treatment.

What could be improved

Patient wait time, having waited 4 hours to see a doctor while i was in pain, watching other patients arrive and seeing a doctor before me. Disgraceful, I will admit some could be worse off but i also heard a nurse say that they got me to a doctor as i was about to breach. Is this what care comes down too? Making sure im not waiting too long?

Anything else?

I went to A&E as told by my doctor if my knee ever went. I suffer from a history of painful and a weak knee joint. This is my Second visit to the hospital. After talking with a doctor, the only person their who seemed to care at all about me, after waiting for 4 hours, watching people come and go before me to see a doctor. The doctor put me down for physiotherapy, which i was very happy with. Got a phone call today saying that i need to go to my GP for a physiotherapy treatment. I feel that i am being lead around different doctors just so the hospital does not have to provide me with treatment. I feel very let down by the NHS now and worry as i can not get a doctors appointment till Thursday, with a knee that still hurts and still does not react as it should.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital. We have looked at your attendance to our Emergency Department and you were triaged by the nurse 10 minutes after booking in (the national waiting time limit for this is 15 minutes). During this assessment a member of staff would have ascertained how urgent your injuries were. Unfortunately there was a delay in you being seen (three hours between being seen by the nurse and doctor – although again the national waiting time limit is four hours).

On wider investigation it would appear that the department was extremely busy throughout the day and night. Our minor injury unit had to be kept open all night to cope with this additional demand. This would have had an impact on the length of time that patients would have waited to be seen if their injuries were assessed as being non-urgent. We are sorry that you were not offered pain relief when you saw the nurse and as a result we will be speaking with the nurse involved in your assessment.

Patients requiring additional services such as physiotherapy are not routinely referred from the Emergency Department but will be referred to their GP to be referred. It would appear that this seems not to have been explained to you and we would like to apologise for this miscommunication.

We are sorry that your experience of our Emergency Department was not what you expected. Our aim is always to ensure patients have the sufficient treatment and care they need when in the department. Should you wish to speak with our Patient Advice and Liaison Team about your experience you can do so either by phone 0800 028 4203; by email PALS@uhcw.nhs.uk; in person through the Reception Desk at University Hospital, Monday to Friday (excluding Bank Holidays) 9am -12.30pm and 1pm – 5pm; or in writing to: Patient Advice and Liaison Service (PALS), University Hospitals Coventry and Warwickshire NHS Trust, University Hospital, Clifford Bridge Road, Coventry, CV2 2DX.

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