The Great Western Hospital
Review of Emergency Department - A & E, written by a patient
27th July 2019
I want to leave a complaint about unprofessional, unethical and hate-motivated abusive behaviour of several of A&E staff members, which I've recently experienced.
I arrived to A&E department at GWH at 5:15 on Tuesday, 23 July, with piercing acute pain in my right foot. I couldn't sleep the night before because of the pain, and as there were no obvious signs of a trauma like swelling or deformation, and waiting for my surgery to open seemed too long of a wait, I arrived to GWH A&E department. The triage was conducted in some 30 minutes by a nurse (Emma Tailor), who clearly hand no clue about what the condition was - she just looked at my right foot and touched it on the top a couple of times. None of her manipulations were painful, but explaining that it hurts at rest and the pain increases when I step on the front were obviously ignored by her. 45 minutes later I still had not been seen by a doctor or nurse, although I was the only patient in the waiting area.
At 6:40 I inquired at the reception and was told that there's one person in the queue ahead of me, and I was about to be seen within the following 30 minutes.
At 7:15 the same nurse approached me at told me to go to Urgent Care ward, claiming no X-ray was necessary as there was no trauma. As her inability to assess my condition was aggravated by very visible dislike of the fact that my wife and I were speaking to each other in Russian, i.e. hate-driven, I requested to talk to a senior nurse with an intent to make a complaint.
At about 7:45 I spoke to a senior nurse Clare Jenkins, who agreed with my assessment of unprofessional behaviour of her subordinate and promised to discuss it with her at a later time, as she said that nurse Emma Tailor had finished her shift for that day. She also said that I could wait right there for a doctor to finally see me in the A&E ward, without going to Urgent Care ward (as I clearly could barely walk).
At approximately 8:10 I was seen by another senior nurse (who refused to identify herself, and didn't have her name badge visible). She performed the same quick look around, barely touching my sore foot, not comparing it with the healthy one, and after consulting with another unidentified colleague of hers, told me to go home, take paracetamol and wait for a couple of weeks before seeing my GP, if things don't improve. She refused to perform any additional checks, in fact failing to diagnose the condition, and also failing to admit it. She didn't even try to mask her dislike of a foreigner - she just wanted me out, probably trying to provoke me for a conflict.
Therefore, spending well over 3 hours in the GWH A&E ward after a sleepless night, I, a British citizen and a tax-payer, Wiltshire resident since 2013, had to return home, paying £4.30 for the parking, still in pain and with undiagnosed condition.
Now, at 10:55 on that day a nurse at my local surgery in Royal Wootton Bassett after some 10 min conversation and manipulations, diagnosed my condition, provided recommendation for treatment and advised on the next steps. She performed some very basic diagnostic manipulations (e.g. palpation on the toes), which neither two nurses at GWH did, nor an unnamed (if existing at all) consultant to the second nurse, suggested. After two days my condition is improving as I follow the RWB surgery nurse's recommendations, which indirectly confirms her diagnosis, but mainly - improves my overall condition.
To summarise: three nurses from GWH Emergency ward - Emma Tailor, Clare Jenkins, and unidentified senior nurse plus an unidentified consultant to the later failed to perform simple diagnostic manipulations, not requiring additional equipment, and hence failed to diagnose an acute condition, potentially leading to a crippling chronic muscular dysfunction. Two of them didn't even try to hide their obvious dislike of a patient with a foreign name and accent, and focused on getting me out of their ward and care by: keeping me unnecessary long time in waiting, telling me to move to Urgent Care ward upon it's opening, not listening to the complaint about the reasons for the pain and failing to perform required manipulations to diagnose the patients condition.
One can explain their failure to diagnose the condition only by either lack of qualification, or conscious bias against a non-English patient, or both.
Such dire and obvious lack of qualification (or unwillingness to treat of someone they perceived as a foreigner) and open displeasure of dealing with someone they thought was an immigrant family, are absolutely unacceptable behaviours by NHS employees. Therefore, I request you to perform an internal investigation to assess aforementioned employees' qualifications and phycological fitness for working in primary care. Please inform me, a local resident and a tax-payer, of the results of the inquiry.