"AE at whipps cross was very disappointing"

About: Whipps Cross University Hospital

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I had to bring my elderly gran who is 83 yrs old to this A&E. it's the first time there usually we go Newham general hospital. It was a quick entery to be registered. Even though the person who registered us seemed a bit rude. Anyway after long wait my gran wanted fresh air so we just waited outside while my brother sat there listen out for our name to be called. Shortly after my brother came out to say we been called. As we made our way the nurse in the triage 1 said "my collegue called u about 20 mins ago" - Rudely. At this stage I was getting frustrated and said to them how is that possible we been just poped out for 5 mins...?? They took us in anyway. They asked what the problem was we explained. As my gran is 83 her eyesight and hearing and sense have been decreased. The nurse asked her to read the letters while closing her eyes. Now my gran first language is not English. So she was trying to tell them with difficulties. Not only that but my gran was struggling up stand up at this stage the nurse did not do anything to help her instead... they laughed in her face hysterically sharing the laugh with her colleuges. I was fuming. As u can imagine. All I was thinking was this would never happen at Newham general. My gran has had many eye tests no one has ever mocked her. Infact theyvhave been very helpfull. Patients should be treated with respect and not be laughed at. I was very hurt by this. How can such staff be working under this profession. No one would want there member of family no matter who they are be laughed at especially within a hospital environment especially an elderly patient. I'm very very angry and feel let down by some of our NHS Staff in particular the nurse we were seen by.

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Response from Whipps Cross University Hospital

We are sorry for the experience you have described in your comment. We take patient care very seriously, and would like to look into this for you in more detail. We would therefore like to invite you to contact us directly to discuss this further. Please telephone 020 8535 6767 or email pals@whippsx.nhs.uk if you wish to speak to an independent Patient Experience Facilitator, who could then ensure your concerns are investigated appropriately or alternatively email ECAMGovernance@bartsandthelondon.nhs.uk so that a staff member can contact you.

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