"unpleasant, soul destroying and not one I would..."

About: University College Hospital

What could be improved

Staff working together, there seemed to be a lot of staff hanging around chatting to each other and not helping patients. The care when you arrive at A&E could have been a lot better, I was brought in by ambulance and not one person in A&E acknowledged me, I was then taken to sit down (on a hard metal chair) for over 3 hours - bearing in mind I had been brought in with a back problem. Staff's attitude towards patients is disgusting, I never come across people with so many attitudes, from the security guard, to the a&e receptionist to the doctor thay I eventually saw.

Anything else?

I was left hanging about for an hour without any pain medication, the nurse didnt even acknowledge me. When I was sent to get my meds (from the pharmacy which was shut) when I came back to the main A&E the receptionist was very rude, I asked them a question and they basically shrugged their shoulders and said "not my problem, I suggest you find the doctor who prescribed the drugs for you" - bearing in mind the entrance to A&E was locked with a security door. The general attitude of the nurses on duty - they ignored myself and my mum for a good while (they were all hanging around chatting). The doctor that I eventually saw was very dismissive and again, shrugged her shoulders when I asked her what I was to do next, when I confronted her she backed down and was more responsive, but her attitude was obnoxious and unfriendly. It was quite an unpleasant experience and I was disgusted with the a&e unit to be honest.

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Response from University College Hospital

I am sorry to read that you had a poor experience of our department recently and felt the staff attitude across all groups was rude. This is clearly very disappointing for us to hear and we would be very interested to obtain further details from you in order to investigate and feedback any learning for our team. If you are happy to provide more details, please contact PALS on 0203 447 3042

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