The accident and emergency department at Leicester Royal Infirmary is one of the worst in England, according to a survey of patients.
Watchdog the Care Quality Commission (CQC) ranked the infirmary in the bottom 10 of 142 trusts examined, based on a questionnaire filled in by 40,000 patients nationwide.
The department performed below average in two of the eight categories examined – the way staff spoke to patients and how they conducted medical tests.
Leicester Mercury Patients' Panel member Zuffar Haq said: "I am not surprised the accident and emergency department is regarded as one of the worst 10 in the country.
"It has been the subject of ongoing problems for years. Staff are rushed off their feet.
"I am sure having to meet targets means they cannot give the time and explain treatment as well as they would like.
"It is time senior management got to grip with this and that more emphasis was placed on improving primary care, to reduce the pressure on the department."
It was revealed this week that Leicester City clinical commissioning group had withheld more than £300,000 in payments in 18 months because the infirmary was not treating A&E patients quickly enough.
The hospital was penalised for failing to treat 95 per cent of patients within the Government's four-hour target.
University Hospitals of Leicester NHS Trust has announced plans to increase capacity at the hospital and preparatory work on a £48 million A&E expansion has begun.
The CQC survey asked patients to comment on arrival, waiting times, doctors and nurses, care and treatment, tests, the hospital environment, leaving A&E and the overall experience.
The most common issues reported were doctors and nurses talking in front of patients as if they were not there, and waiting times.
The CQC said: "Most patients reported an overall positive experience of their visit to A&E.
"In 2014, the majority of patients felt treated with respect and dignity and felt doctors and nurses cared for them.
"Findings showed A&E services need to do more to ensure they are safe, effective and responsive."
The Leicester results were based on the responses of 267 patients treated between January and March.
Ben Teasdale, head of service for the emergency department, said the department treated 160,000 patients a year.
"We are pleased with our overall rating of 7.9 out of 10," he said.
"The high level of care we provide in sometimes challenging circumstances is reflected in a recent Healthwatch survey which shows 95 per cent of patients rated the care they received highly.
"We are disappointed with the below-average ratings in two categories and are aware improvements need to be made, particularly on waiting times.
"Despite many efforts, emergency admissions are not reducing and there are many patients staying in our hospitals longer than necessary."
He said the trust was doing what it could to speed up discharges while the new emergency department was built."
Tameside Hospital, in Ashton-under-Lyne, Lancashire, was the was worst performer, Dorset County Hospital Trust the best.
