"A & E"

About: Princess Royal University Hospital (Orpington)

My son attended A & E on Monday the 28 April 2014 just after lunch, I came to meet him and my father their at 5.30pm. He had been seen had needle in his arm from blood test etc and was told by a doctor 1.5 hours ago they would come and speak to him about the results. When we asked the receptionist for an update she spoke with a nurse who then began shouting about how much she had to do and it was not her problem, when I spoke to the nurse she then started shouting at me with the receptionist being rude and talking about our business straight across a packed waiting room. They were un professional and I was told to go to another department and speak with the sister who within minutes tracked down the doctor. The doctor came to speak to us in the waiting room so everyone again could hear all my sons business, have you people never heard of personal and confidential information. Staff were unprofessional and had empathy to anyone in A & E, when the doctor said we could go my son had to ask him to remove the needle from his arm, he told us to ask the nurse and I replied she had told me she is not interested and too busy to do it. Poor poor service.

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Response from Princess Royal University Hospital

I am sorry to hear about your recent experience when seeking to obtain information from nursing staff about the clinical condition of your son and that you had to ask for his cannula to be removed. Staff are expected to behave in a courteous and professional manner communicating effectively with patients and relatives, safeguarding patient confidentiality. Please accept our apologies that your experience was not of an acceptable stanadrd on this occasion. I have of course passed on your feedback to the senior managers responsible for the department for further action.