"cockroaches and rude staff"

About: St Thomas' Hospital (London)

Last night I accompanied a friend to the hospital A&E who was extremely unwell. I went to use the toilet, and on the floor was a squashed cockroach. I was appalled and felt sick, so I let one of the staff know, very politely. Instead of handling the matter the staff thought it was be hilarious to suggest 'resuscitating it', and being theatrical about the cockroach being dead. Firstly, there should not have been a cockroach at a hospital! Secondly the staffs manners were disgusting and rude. Thirdly, I was in that hospital for more than 3 hours, within that time no steps were taken to remove the dead cockroach. Im not happy to know that had something happened to me, my care would be in the hands of rude petty staff in an unhygienic hospital. Not impressed.

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Responses

Response from Rachael Twomey, Patient Information Lead, Guy's and St Thomas' NHS Foundation Trust

Thank you for bringing this to our attention. I am disappointed that you were treated in this way and that our health & safety procedures were not followed nor where they of the high standard that we and our patients expect. Please be assured that the A&E Management team have investigated this incident and have spoken with the staff member concerned who is remorseful for their comment and understands that their comment and their attitude are not in line with the way we strive to treat patients and their family/friends.

In this instance the member of staff that you spoke to should have immediately apologised and reported the findings to the Trust domestic team so that they could attend the department to clean the area. The fact that 3 hours passed with no steps being taken to clean the area is unacceptable. Along with speaking with the staff member concerned, this will also be escalated to the Trust domestic team for review.

I apologise for the experience that you encountered and I wish your friend a speedy recovery and hope that this incident has not deterred you or your friend from using our services in the future, should you need to do so.

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