"A friend directed me to this site and a..."

About: The Royal London Hospital

What I liked

A friend directed me to this site and a recent comment. I was the patient referred to by the kind person who recently commented on the appalling way I was treated in the eye clinic at the London. Thank you so much. I so appreciated the kind help and comments from all of you waiting to be seen in the eye clinic.

What could be improved

The nursing staff in the eye clinic need to be taught basic manners and then perhaps they could be re-trained in nursing care. They need to know how to respond to an accident/incident in their department. The qualified nurses need to learn how to speak to people and to listen to people. They need to be taught that screaming at someone seriously injured injured and in pain is not helpful. They need to be taught when to ask for medical help.

The list just goes on and on.

Anything else?

I can only apologise for the horrendous performance the other patients had to see. Please don't be put off by the way I was treated by the qualified staff in the eye clinic. The young healthcare assistant in the clinic was so kind (I hope she doesn't learn by the example given by the qualified staff) and I was found by a Matron on the ground floor who was so kind.

While my treatment was humiliating to me I think the nurses came off looking worse and they certainly shamed the hospital. It is sad for me to see this type of behaviour as I am a nurse and was at The London for many years. I guess all things change - what a shame it has been for the worse.

Thank you to the person who commented and thank you to all the patient's who were so kind. And a huge thank you to the healthcare assistant and Matron.

Story from NHS Choices

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Response from The Royal London Hospital

We're deeply sorry for letting our patient down on this occasion. Such behaviour is a world away from the kind and compassionate care we aim to achieve for every patient, every time. The patient concerned has raised it as a formal complaint and the staff reported it as an incident at the time. An investigation is underway and we will respond to the patient in due course.

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