"I liked the fact that parking ..."

About: Whipps Cross University Hospital

(as the patient),

What I liked

I liked the fact that parking was available however, it would help if the car park paying machines were working.

What could be improved

The directional signage was terrible and I had to ask four staff who all gave conflicting directions and knowledge of where Area B of the outpatients clinic was.

The nurses were pleasant and polite and busy throughout my whole time there.

Radio music in the hallways was too loud and of a poor choice for a diverse patient background.

The consultant I seen was the most dismissive, non interested and uncaring doctor I have come across. That is saying something with a family of medical staff and medical consultants to compare against. They made little or no eye contact, their style and manner of questionning was rude, agressive and offensive. They showed no real interest in my recent sympthoms which were in fact the reason for my attendance and referral. Their listening skills were non existent I've experienced better fast service at a McDonalds drive thru. It was my first time to visit this hospital and can assure you where choice allows me, it will definitely be my last. Consultants are not prima donna's and need to learn how to speak to people in a caring, sympathetic and RESPECTFUL manner. If the consultant had taken the time to ask the right questions, listen to what I had to say and the route cause of my complaint. Perhaps, they would've discovered why I was attending not dismiss me saying I had a migraine. You'll be pleased to know the first thing I did when I got home was to call my insurance company to see a consultant in the same area at a private hospital. I have never being treated with such uncompassionate behaviour and from a person who is meant to be used to dealing with people and who considers themselves a professional. Respect is earned nor given by the title consultant. A shocking experience and one I will never allow to be repeated. If your senior staff behave in this offensive and rude manner what hope is there for the junior doctors and nurses to display compassion, care and politeness. Dreadful!!!

Anything else?

Consultants should attend a customer/patient service delivery course to ensure they know how to treat their patients. They may be highly qualified people in their rspective area however, there are many more people equally if not more qualified then they are in their respective fields and just because some of us use the NHS it does not mean we are something off the bottom of a shoe. Patients deserve to be treated with care regardless of background, creed, or colour or age. The NHS should be about utilising a service system that emphasises trust, respect, confidentiality, and compassion and be committed to the philosophy that it exists for the patient.

I think the hospital Managing director should call all the senior consultants in to prevent patients being subjected to such experiences in the future.

I am an extremely polite, sincere and outgoing person who never complains or has ever found the need to write regarding a poor experience before. I was so dejected, annoyed and disrespected by alledgely one of the senior team. I felt I had to put my experience in writing to prevent more vulnerable and elderly patients being sujected to such disgusting treatment in the name of Healthcare. Healthcare it certainly wasn't.

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