"The fact this is referred to as a hospital is a..."

About: Queen Elizabeth Hospital (Greater London)

I have never been treated so disrespectfully, consistently, by every member of staff I have come across. Whether it's snide remarks or plain rudeness, not one person in this hospital seems to want to help anyone, ailed or well. Even if they're placed in a receptionist role. Being travelled, my partner and I both agree that the medical care in Kenya supersedes that of this establishment. It is quite frankly a joke. Upon diagnosing a broken ankle, one member of staff (when it should be two) put a cast on my partner that looked as though a child had done it. He was discharged the same day only to be forced back to another hospital, where it came to light that the cast was incorrect as well as poorly done and he should never have been discharged. He spent a further week in another hospital. This awful experience to be worsened when the follow up 'appointment' meant we were waiting well over an hour and a half after our 'appointment time'. Apparently this is common in the fracture clinic which does beg the question... Why use appointment times at all? As someone who works in customer service, the treatment by staff here both saddens and angers me. Putting the attitude aside, even the medical treatment borders negligent. Shocking.

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Responses

Response from Queen Elizabeth Hospital

As the service manager for this area I was saddened by the content of the feedback given. I would like to sincerely apologise for the experience that you and your partner have received. Your feedback was surprising to hear as I work closely with this team and they show real determination to improve patient experience within the current challenging environment. I would really appreciate you contacting me directly to discuss your experience further and allow me to investigate this fully.

Unfortunately we have experienced a period of short staffing which has led to extended waiting times. The department is currently actively recruiting into the vacant positions and we are confident the waiting times will reduce in the near future. I am sorry that you had to wait this long for your consultation. The fracture clinic is an emergency clinic and the department has limited control over the demand.

However I agree with your comment around ‘why have appointments at all’ and will be looking into a possible change of process within the clinic where we manage patients expectations around waiting times.

Again my sincere apologies and I hope to hear from you.

Kind regards Karin Hofmeijer Service Manager Orthopaedics Lewisham and Greenwich NHS Trust T: 020 3192 6485 Direct 020 8333 3000 E: 6485

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