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23rd May 2023


When arrived at reception, a lady took my details and then asked me to move to the queue in from of me where I saw a black female. The nurse was very rude to me from the start, she said you came in here yesterday and you are back again today. We have seen you already. I told the nurse that I did not come to the hospital on the 19th May and rang Nhs 111 on the 20th May and they told me to come to A&E, so I came down a few hours after my call. The lady continued to tell me that my blood pressure is fine and was taken already yesterday on the 19th. I explained again that I did not come to the hospice on the 19th. She was very rude and said well did we manage to take your blood pressure we can take this over the phone, which I said I know and she was very condescending. She then told me on the left, so I sat down for many hours waiting to be seen. A doctor then called me and said my blood pressure is fine and I have Bells Palsy and asked me to make some facial movements. I said that I have not been to the hospital this year and the nurse at reception kept accusing me of coming in the day before. The doctor said the nurses notes say that they took my blood pressure and it is recorded on his notes. He then took me over to see a different nurse who took my blood pressure and the afterwards the same doctor said he needed to refer me to another doctor. I was taken to a different area of the hospital and a lady nurse took a blood test and someone else did some heart checks and I waited for many hours to see the other doctor. The other doctor was very unpleasant and I tried to explain why I was here. He said that the person who saw me first was not a doctor, I explained that he was. He treated me like I was wasting his time and whatever symptoms I was talking about was not happening now and seemed to doubt me. I had taken a video shortly before arriving so I could show what the issue was as it was intermittent. Only after the video the doctor said would refer to have a scan. The first doctor was able to tell from looking at me and asking for me to make facial expressions what the issue was straight away. I do understand that checks need to be made and it’s hard for a doctor of the signs may not be present at the time. I was dismissed before even being able to say what was wrong and defending that there is something wrong. If I did not have to r video I would have definitely been sent home. After the scan the doctor confirmed that I do in fact have the diagnosis that the first doctor told me. This was always obvious as the first doctor wrote this down on his referral letter to refer me to the other doctor. If I did not take a photo of the referral or a video I would have been dismissed immediately as a waste of time in the first few minutes of being invited into the second doctors office.

Suggested improvements
When the nurse told me that I came in the day before and I said I had not she should have believed me. She could have also checked to make sure that she was looking at the correct year of me coming into the hospital and I have not been there for a very long time. She should not have been accusing me and making me look like a liar. The second doctor was I such a hurry to dismiss straight away and didn’t even want to listen. If I did not have the video or first doctor referral letter that he gave to me in A&E I would have been sent home. I’m am a black patient as well so this is not a case of racism, this is unprofessional behaviour. The second doctor did apologise to me after he received my scan results to confirm the first doctors diagnosis.

Experience
Dignity/Respect
Involvement
Information
Kindness
Doctor communication
Communication nurse