"Hospital feedback"

About: Whipps Cross University Hospital

Took my son aged five to ENT on Monday re an on going problem. Despite being told 15 minute delays waited over one hour everyone went before us spoke to reception indifferent to my plight suggested other people in front of us despite the fact no one else in the waiting area by now just us.

Finally flung my file to an passing audiologist who did a basic test lasting less than five minutes previous one had been at least twenty minutes

Then registrar -presumed they were - was told me the opposite of what the previous doctor said two months before so now on different regime how on earth are we to be confident with this conflict of interests

You never see a consultant at least once would be good and the receptionist had such attitude

This is for five year child come on

Whip try being a mystery patient (like a mystery shopper) in your own hospital and see how some of staff react to the patients

Recommend Whips definite no

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Responses

Response from Whipps Cross University Hospital

We are sorry to hear of the poor experience you had in the ENT outpatient department at Whipps Cross whilst here with your son for an appointment.

Unfortunately delays can occur in clinic however it is not acceptable for communication to be poor or non-existent to patients and their family members. They should always be kept fully up to date with any delays or problems that may affect the patient being seen on time.

It is also unacceptable for staff to behave in such a way whilst carrying out their duties and does not reflect the Trust's core vision and values. We apologise for the poor experience and will make sure that this is fed back appropriately to the outpatient management at Whipps Cross to ensure staff are reminded about their behaviour and providing accurate information to patients.

Regarding the audiology test, every patient is not the same and it is not always anticipated that tests or procedures will be carried out in the same way or timeframe. We are sorry you do not feel confident with the change in treatment plan for your son and we advise that you contact the department directly if you would like to discuss concerns further as we take patient care very seriously and strive to provide the best service and clinical outcomes for our patients. Unfortunately it is not always possible for patients to see a consultant at some or any of their appointments, but their expertise and knowledge is on hand during clinic and after should their specialist registrar team have any questions regarding treatment plans.

Kind regards

Barts Health NHS Trust

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